Head, Customer Relations at a Laundry and Dry Cleaning Organization - The People Practice

The People Practice - Our client, an upscale laundry and dry cleaning organization, is recruiting to fill the position below:

Job Title: Head, Customer Relations

Location: Lagos
Employment Type: Full-time

Job Description

• We are looking for a Head Customer Relations who will have significant levels of responsibility and accountability for operational delivery.
• The HCR is responsible for identifying and developing all culture, process, performance improvements, efficiencies for the customer experience and for leading/developing a team, who typically deliver customer interactions across multiple channels (Front and Back office).

Responsibilities
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:

• Spearhead 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

Qualifications

• Bachelor’s degree Social Science, communications, or related field. MBA/M.Sc. in related discipline is an added advantage.
• Minimum 10 years’ relevant work experience, 5 years management practice of which 3-5years in FMCG and experience in a consulting firm.
• Professional development and training are an added advantage.
• Extensive experience of 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 at a senior, strategic level role.
• The ideal candidate should be personable, challenge and support executive management, should be bold, proactive and flexible.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative-compliant environment
• Able to interpret MI/BI and develop strategy and make recommendations.

Skills:

• Excellent verbal & written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment.

Application Closing Date
28th March, 2025.

How to Apply
Interested and qualified candidates should:
Click here to apply online