Head, Client Relationship Management (CRM)

Responsibilities:

• Develop and execute CRM strategies focused on enhancing customer retention, loyalty, and lifetime value.
• Lead and coordinate all areas of CRM—communication delivery, client profiling, post- and pre-delivery analysis and insights to improve the customer experience.
• Collaborate with internal teams—sales, engineers, and senior management to align CRM initiatives with business objectives.
• Optimize the customer journey across all touchpoints and channels (online, in-person, mobile).
• Track and report on key performance indicators (KPIs) related to retention, engagement, satisfaction, and campaign effectiveness.
• Implement systems to gather and analyze customer feedback for continuous improvement of the CRM strategy.
• Leverage customer data to create personalized communications, offers, and experiences based on preferences and behavior.

Requirements:

• At least a bachelor’s degree in Marketing, Business Administration, or a related field.
• Minimum of 7-10 years of experience in CRM management, with at least 3 years in a leadership role.
• Proven track record of developing and executing successful CRM strategies.
• Excellent analytical skills with the ability to interpret complex customer data and derive actionable insights.
• Experience managing CRM campaigns across multiple channels (email, SMS, social media, etc.).
• Exceptional leadership and team management skills.
• Strong communication and collaboration skills, with the ability to work across multiple departments.
• Familiarity with customer journey mapping and experience in improving customer experiences at all touchpoints.

Location: Sangotedo, Ajah, Lagos