About the Role
HBM Nigeria Plc (Formerly Lafarge), a leader in building solutions, is seeking a results-driven Customer Relationship Manager to elevate our customer experience and foster long-term loyalty across our distributor and end-user networks. In this pivotal role, you will leverage data analytics, digital tools, and automation to streamline service delivery, mitigate churn risk, and translate customer feedback into actionable commercial opportunities while maintaining our core values of safety, ethics, and excellence.
Key Responsibilities- Own end-to-end complaint, request, and enquiry management, ensuring prompt logging, tracking, and resolution within agreed service-level agreements (SLAs).
- Act as the senior point of contact for regional customer accounts, driving proactive engagement strategies and monthly relationship-building activities.
- Collaborate cross-functionally with Sales, Logistics, Plants, Finance, and IT departments to resolve escalated customer issues swiftly.
- Track, analyze, and report core customer experience metrics including CSAT, NPS, First-Contact Resolution, and SLA compliance.
- Apply customer data analytics and predictive insights to identify behavioral trends, assess churn risks, and present strategic recommendations to leadership.
- Bachelor's Degree or Higher National Diploma in any relevant field.
- Minimum of 4 years of hands-on experience in Customer Service or Contact Centre operations, including at least 1 year in a supervisory or people-management role.
- Proficiency in CRM platforms (e.g., Salesforce) and modern productivity suites (Microsoft Office, Google Workspace).
- Thorough understanding of contact center metrics and data-driven decision-making processes.
- Exceptional communication, conflict resolution, critical thinking, and cross-functional collaboration skills.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage for employee and dependents.
- Opportunities for professional development, advanced training, and global exchange programs.
- A collaborative, safety-first, and inclusive work culture.