Head, Customer Relations at Foteino Talento

Foteino Talento, a workspace, content creation studio and HR consultancy company, is recruiting suitably qualified candidates to fill the position below:

Job Title: Head, Customer Relations

Location: Lagos
Employment Type: Full-time

Job Description

• We are seeking an experienced and dedicated Head, Customer Relations to join our client, a prestigious laundry and dry-cleaning services provider located in Lekki, Lagos, Nigeria.
• This well-established organization has built a reputation for delivering exemplary care and attention to detail for all types of garments.
• With over 9 strategically located facilities across Lagos, the company provides a comprehensive range of services tailored to meet diverse customer needs, from everyday essentials to specialized care for formal and special occasion attire.
• The ideal candidate would act as a key strategic and operational leader, responsible for the development, continuous improvement, and delivery of customer relations.
• The strategic development of operational requirements, processes, and technology, to deliver key service outcomes for customers in either a B2B or B2C environment.
• The Head of Customer Services role has significant levels of responsibility and accountability for operational delivery.
• The HCR is responsible for identifying and developing all culture, process, performance improvements, and efficiencies for the customer experience and for leading/developing a team, that typically delivers customer interactions across multiple channels (Front and Back office).

Provide Strategic Leadership and Direction:

• Develop and execute the long-term strategic vision for the Customer Relations department, aligning it with the overall company goals and business objectives.
• Lead the team in achieving key customer experience goals and ensure alignment with the company’s mission and values.
• Identify emerging trends, opportunities, and challenges within the customer relations landscape, and formulate strategies to address them.
• Foster a strategic mindset across the department to anticipate customer needs and improve service delivery

Drive Company Brand, Culture, and Uphold Standards in Customer Relations:

• Lead and embed the company’s brand values and culture into the customer relations team to ensure alignment with organizational goals.
• Establish and maintain high standards for customer service interactions across all touchpoints.
• Act as a brand ambassador to promote the company’s reputation and ensure all customer-facing employees reflect the company’s core values.

Oversee Daily Operations of the Department for Process Efficiency and Effectiveness:

• Manage and optimize the daily workflow of the Customer Relations department to ensure smooth and effective operations.
• Monitor and analyze key performance indicators (KPIs), such as customer satisfaction, issue resolution times, and service quality, ensuring the team meets or exceeds goals.
• Implement process improvements and streamline operations to enhance efficiency and effectiveness in customer service delivery.

Drive Excellent Customer Experience:

• Champion initiatives that elevate the customer experience, ensuring a consistent and high-quality service offering.
• Proactively address and resolve customer complaints, concerns, and escalations in a professional and timely manner.
• Work closely with customers to understand their needs, ensuring the company delivers a personalized and seamless experience.
• Foster strong relationships with key customers, ensuring high levels of satisfaction and loyalty.

Manage Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy:

• Lead the recruitment, selection, and onboarding process for the customer relations team, ensuring alignment with company needs and culture.
• Oversee performance management processes, including coaching, development, and conducting performance reviews.
• Ensure adherence to company policies in handling disciplinary actions, promotions, and exits.
• Promote a positive, inclusive, and performance-driven work culture that engages and motivates employees.

Technology Innovation:

• Spearheaded the adoption of new technologies and tools that improve customer service and streamline operational processes.
• Explore and implement customer relationship management (CRM) systems, automation tools, and digital platforms to enhance service delivery.
• Stay ahead of industry trends and evaluate emerging technologies to maintain a competitive edge and optimize the customer experience.

Driving Market Growth:

• Collaborate with the marketing and sales teams to identify opportunities for customer acquisition, market expansion, and service diversification.
• Analyze customer feedback and market trends to inform strategies for growth and customer retention.
• Cultivate and maintain relationships with key stakeholders, partners, and clients to support long-term business success and market expansion.

Monthly Report to Management:

• Prepare and present detailed monthly reports to the management team, providing insights on customer service performance, trends, and feedback.
• Include key metrics such as customer satisfaction scores, resolution times, service quality assessments, and employee performance data.
• Highlight significant achievements, challenges, and opportunities for improvement in the customer relations department.
• Provide actionable recommendations for improving customer experience, operational efficiency, and overall business growth
• Extensive experience in managing operational customer service teams in luxury business.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven management and/or relationship management experience in a senior, strategic-level role.
• Established track record of exceeding targets, and KPIs SLA’s, in a quality-led, legislative-compliant environment
• Able to interpret MI/BI develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels
• Influential relationship skills at all levels. Able to use these relationships to deliver service improvements
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment
• Evidence of well-developed leadership skills.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• The ideal candidate should be personable.
• Challenge and support executive management.
• Should be bold, proactive, and flexible.

Requirements

• Bachelor’s Degree in Social Science, Communications, or a related field
• MBA/M.Sc. in a related discipline is an added advantage.
• Minimum of 10 years relevant work experience, 5 years of management practice of which 3-5 years in FMCG and experience in a consulting firm.
• Professional development and training are an added advantage.
• Proficiency in any customer relationship management software and project management tools such as Zoho CRM, salesforce, and Asana.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their application to: [email protected] using the Job Title as the subject of the mail.