Customer Relationship Manager

Kranite Nigeria Limited commits itself to becoming an international company and a major Supplier and Designer Architectural Hardwares in Nigeria. The company is best sourced for wide range of activities related to Stainless Steel Railings; Aluminum Railings; Burglary Proof; Stone Coated Roof; Office Partitions; Shower Cubicles; Furniture & Fittings.

We are recruiting to fill the position below:

Job Position: Customer Relationship Manager
Location: Lagos

Responsibilities

• Manage the development and implementation of customer service policies and procedures, including definition and communication of service delivery KPIs.
• Oversee the achievement and maintenance of agreed customer service levels and standards.
• Direct the daily operations of the customer service team, project management, renewals and sales admin teams.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the teams.
• Co-ordinate and manage customer service projects and initiatives.
• Evaluate and manage the performance of own teams, identifying and addressing team members’ training and coaching needs.
• Manage the communication of program status, program readiness, business and other potential issues and their resolution across the organization up to Management level as required.
• Ensure the necessary resources and tools are available for quality customer service delivery.
• Directly handle complex and escalated customer service issues and track complaint resolution.
• Monitor accuracy of service reporting and forecasting process as well as customer data base information.
• Monitor the analysis and reporting of customer service performance, trend, availability, timeliness to deliver and capacity management.
• Analyze relevant data to determine customer service outputs.
• Identify and implement strategies to improve quality of service, productivity and profitability.
• Follow up, escalate and take action if service delivery is not meeting expectations.
• Develop and implement processes with the customer to ensure effective information flow to speed up delivery timelines.
• Collaborate with management and account/sales managers on customer account management and growth.
• Liaise with Management to support and implement growth strategies for MainOne.

Qualifications/Competencies Required

• Bachelor's degree in a relevant field.
• Post graduate or relevant professional qualification such as PMP or Prince 2 will be an advantage.
• At least 5 years of relevant experience with at least 3 years in a senior service delivery role.
• Advanced IFRS knowledge
• Excellent interpersonal, relationship building and diplomacy skills
• Excellent oral and written communication and presentation skills (at C Level)
• Bid/Tender Management experience
• Decisive and able to overcome delays and meet aggressive delivery timelines
• Self-starter and proactive
• Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
• Ability to read, analyze and interpret general business documents (terms and conditions, technical procedures, etc.)
• Attention to details
• High level of integrity and professionalism, especially in dealing with highly confidential information
• Time and priority management skills.
• Mature and able to coordinate diverse teams and functions in the achievement of a common goal and priority
• Detailed oriented and able to take ownership of assigned tasks
• Accountable and dependable
• Strong organization skills
• Proficiency in the use of MS Office suite including MS Project and advanced Excel skills
• In-depth knowledge of Main One’s product and service offerings
• Familiar with local, state and federal regulations affecting the delivery of the Company’s products and services
• Ability to manage difficult situations and customers