Customer Relationship Manager

About the job

To grow customer satisfaction, retention and loyalty across HBM Nigeria PLC's distributor and end- customer base by owning complaint, request and enquiry management end to end, and by building structured customer relationships that keep the Company close to its market.

The role applies digital tools, AI and data analytics to measure the customer experience, automate routine service work, surface insight for faster commercial decisions, and convert customer complaints into service improvements and commercial opportunities.

What you'll be doing:

Complaint, Request and Enquiry Management

• Own the Company's response to key customer issues, ensuring every complaint, request and enquiry is logged, tracked and resolved within the agreed SLA.
• Sustain customer motivation and confidence through consistent, timely complaint resolution and proactive status communication.
• Ensure feedback on all complaints escalated to Logistics, Plants and other departments is obtained, communicated to the customer and closed within SLA.
• Drive implementation of the Company's strategic approach to complaint handling and information dissemination.
• Accountable for the handling and resolution of all Company complaints, requests and enquiries across the assigned customer portfolio.
• Interfaces with Sales, Logistics, Plants, Finance and IT to close customer issues within agreed service levels.

Customer Relationship and Engagement

• Manage customer relationship management activity for the region, acting as the customer's senior point of contact within the Company.
• Design and deliver customer engagement and satisfaction programmes, including scheduled monthly relationship-building activities.
• Provide customer feedback to management to support timely commercial decision-making.

Reporting and Insight

• Track and report core customer experience KPIs - CSAT, NPS, first-contact resolution, average handling time and SLA compliance.
• Apply customer data analytics and predictive insight to identify behaviour trends, churn risk and lifetime-value drivers, and translate them into management recommendations.
• Present clear, decision-ready reports and insight to CX leadership.
• Balancing responsiveness to high-volume customer contact with the discipline of data accuracy and SLA compliance.
• Adopting AI and automation tools without diluting the personal, relationship-led service HBM customers expect.

Requirements

• Minimum of four (4) years' hands-on experience in Customer Service or Contact Centre operations, including at least one (1) year in a direct people-management or supervisory role.
• Bachelor's Degree/Higher National Diploma in any field.
• Hands-on experience with CRM platforms (e.g. Salesforce) and productivity suites (Microsoft Office, Google Workspace).
• Sound working knowledge of customer service and contact center metrics - CSAT, NPS, FCR, AHT and SLA compliance - and how to use them to drive performance.
• Proven ability to build and maintain strong cross-functional relationships and align team output with wider business priorities.
• Strong interpersonal and written/verbal communication skills, with demonstrated active listening and empathetic customer resolution.
• Forward-thinking mindset with a track record of driving process improvement, adopting modern workflows and solving complex service challenges.
• In-depth knowledge of customer service policies and practices and strong organizing / planning skills.

Required Competencies

• Customer Data Analytics and Insight: Use CRM metrics, data visualization and predictive analytics to track customer behavior, churn risk, retention and lifetime value.
• Process Automation: Apply automation tools and workflow integrations - automated email triggers, self-service portals - to optimize service delivery and routine administration.
• Critical Thinking and Complex Problem-Solving: Analyze service bottlenecks, diagnose the causes of customer dissatisfaction and design sustainable solutions.
• Strategic Planning and Organization: Prioritize high-value accounts, manage complex customer portfolios and structure seamless onboarding and lifecycle journeys.
• Clear and Persuasive Communication: Articulate complex concepts clearly across written reports, executive presentations and multi-channel customer interactions.
• Reporting and Performance Metrics: Synthesize relationship data into actionable management reports, track core KPIs and present insight to leadership.
• Data-Driven Decision-Making: Weigh quantitative customer data alongside qualitative feedback to make swift, high-impact operational decisions.
• Conflict Resolution and De-escalation: Handle high-stakes customer escalations with diplomacy, empathy and win-win resolution tactics.
• End-to-End Ownership: Take direct responsibility for customer satisfaction, portfolio retention and operational excellence.
• Integrity and Professional Ethics: Uphold transparency, data confidentiality and ethical conduct in every customer interaction.
• Dependability and Execution: Deliver consistent, high-quality service that sustains customer trust across all touchpoints.
• Deadline Orientation: Maintain precision and timely turnaround in a fast-paced service environment.
• Accountability: Accept full personal responsibility for outcomes, commitments and retention targets.

Benefits

At HBM Nigeria, our people are passionate about finding better ways to build. We embrace innovation, continuous improvement and a pioneering spirit, while working as trusted partners to create better solutions and experiences for our customers, communities and colleagues.

Your HBM Nigeria Experience

At HBM Nigeria, there is endless opportunity for you to play your part. Whether you are in a technical, managerial, or frontline role, you can shape a career that works for you. With us you’ll have the chance to embrace the passion we share for our planet. You’ll be encouraged to seek out diverse perspectives, share your ideas and build the skills and connections you need to perform at your best. Because it’s only when we work together in a culture where everyone thrives that we can build the world we all want to live in.