{"id":3604351,"url":"https://alion.io/job/hbmngplc-customer-relationship-manager","title":"Customer Relationship Manager","company":{"id":4485775,"name":"Hbmngplc","domain":"hbmngplc.com","url":"https://alion.io/company/hbmngplc","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nigeria"],"countries":["NG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false}],"status":"closed","first_seen_at":"2026-11-02T11:01:42Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-08T12:45:44Z","board_verified":false,"closed_at":"2026-11-08T12:45:44Z","days_open":6,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":6},"description":"About the job\nTo 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.\nThe 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.\nWhat you'll be doing:\nComplaint, Request and Enquiry Management \nOwn the Company's response to key customer issues, ensuring every complaint, request and enquiry is logged, tracked and resolved within the agreed SLA.\nSustain customer motivation and confidence through consistent, timely complaint resolution and proactive status communication.\nEnsure feedback on all complaints escalated to Logistics, Plants and other departments is obtained, communicated to the customer and closed within SLA.\nDrive implementation of the Company's strategic approach to complaint handling and information dissemination.\nAccountable for the handling and resolution of all Company complaints, requests and enquiries across the assigned customer portfolio.\nInterfaces with Sales, Logistics, Plants, Finance and IT to close customer issues within agreed service levels.\nCustomer Relationship and Engagement\nManage customer relationship management activity for the region, acting as the customer's senior point of contact within the Company.\nDesign and deliver customer engagement and satisfaction programmes, including scheduled monthly relationship-building activities.\nProvide customer feedback to management to support timely commercial decision-making.\nReporting and Insight\nTrack and report core customer experience KPIs - CSAT, NPS, first-contact resolution, average handling time and SLA compliance.\nApply customer data analytics and predictive insight to identify behaviour trends, churn risk and lifetime-value drivers, and translate them into management recommendations.\nPresent clear, decision-ready reports and insight to CX leadership.\nBalancing responsiveness to high-volume customer contact with the discipline of data accuracy and SLA compliance.\nAdopting AI and automation tools without diluting the personal, relationship-led service HBM customers expect.\nRequirements\nMinimum 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.\nBachelor's Degree/Higher National Diploma in any field.\nHands-on experience with CRM platforms (e.g. Salesforce) and productivity suites (Microsoft Office, Google Workspace).\nSound working knowledge of customer service and contact center metrics - CSAT, NPS, FCR, AHT and SLA compliance - and how to use them to drive performance.\nProven ability to build and maintain strong cross-functional relationships and align team output with wider business priorities.\nStrong interpersonal and written/verbal communication skills, with demonstrated active listening and empathetic customer resolution.\nForward-thinking mindset with a track record of driving process improvement, adopting modern workflows and solving complex service challenges.\nIn-depth knowledge of customer service policies and practices and strong organizing / planning skills.\nRequired Competencies\n\nCustomer Data Analytics and Insight: Use CRM metrics, data visualization and predictive analytics to track customer behavior, churn risk, retention and lifetime value.\nProcess Automation: Apply automation tools and workflow integrations - automated email triggers, self-service portals - to optimize service delivery and routine administration.\nCritical Thinking and Complex Problem-Solving: Analyze service bottlenecks, diagnose the causes of customer dissatisfaction and design sustainable solutions.\nStrategic Planning and Organization: Prioritize high-value accounts, manage complex customer portfolios and structure seamless onboarding and lifecycle journeys.\nClear and Persuasive Communication: Articulate complex concepts clearly across written reports, executive presentations and multi-channel customer interactions.\nReporting and Performance Metrics: Synthesize relationship data into actionable management reports, track core KPIs and present insight to leadership.\nData-Driven Decision-Making: Weigh quantitative customer data alongside qualitative feedback to make swift, high-impact operational decisions.\nConflict Resolution and De-escalation: Handle high-stakes customer escalations with diplomacy, empathy and win-win resolution tactics.\nEnd-to-End Ownership: Take direct responsibility for customer satisfaction, portfolio retention and operational excellence.\nIntegrity and Professional Ethics: Uphold transparency, data confidentiality and ethical conduct in every customer interaction.\nDependability and Execution: Deliver consistent, high-quality service that sustains customer trust across all touchpoints.\nDeadline Orientation: Maintain precision and timely turnaround in a fast-paced service environment.\nAccountability: Accept full personal responsibility for outcomes, commitments and retention targets.\nBenefits\nAt 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. \n\nYour HBM Nigeria Experience\nAt 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. 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