Head, Client Relationship Management (CRM)
Landwey Investment Llimited
Customer Service & Support
Job Summary
We are looking to hire a Head of Client Relationship Management (CRM) will be responsible for developing and overseeing the company's CRM strategy, ensuring its successful implementation, and optimizing the customer journey at all touchpoints.
- Minimum Qualification : Degree
- Experience Level : Senior level
- Experience Length : 7 years
Job Description/Requirements
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
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