Head of Sales and Customer Relationship Management (HSCRM) at a Home and Lifestyle Company - JEV Consulting

JEV Consulting - Our client, a Home and Lifestyle company, is recruiting to fill the position below:

Job Title: Head of Sales and Customer Relationship Management (HSCRM)

Location: Lekki, Lagos
Employment Type: Full-time

Job Summary
Are you a visionary leader with a passion for building exceptional projects and teams? Do you thrive in dynamic environments where you can make a real impact? Then Join Us If:

• You are self-driven and don’t require micromanagement
• You see responsibilities, not just tasks or jobs
• You are passionate about delivering exceptional value
• You demonstrate both humility in failures (“Mirror”) and credit-sharing in successes (“Window”)
• You align with our core values of Commitment, Faith, Positive Attitude, Innovation, Teamwork, and Integrity
• Be a part of a company where God is prioritized, and innovation is celebrated.

About the Role

• As the Head of Sales and Customer Relationship Management, you will play a critical role in establishing and managing the SCRMSBU.
• You will be responsible for driving sales growth, enhancing customer experience, and leading a high-performing team. Your role will involve leveraging digital tools, personal branding, and innovative strategies to create visibility and success for the SBU

Job Functions

• The HSCRM will be responsible for establishing and managing the Sales and Customer Experience Management Strategic Business Unit (SCRMSBU) at GroupCo.
• This role is integral to providing exceptional customer-driven value solutions along the home and lifestyle value chain, both to clients withing within GroupCo’s gated estates and to external clients.
• This role encourages leveraging digital tools and personal branding to create visibility for the successful candidate and the SBU.
• We consequently desire people who are authentic, credible, consistent, innovative, embrace digital tools and uphold/ emphasize values.

Key Responsibilities
Strategic Setup and Development:

• Lead the establishment of the SBU.
• Develop and implement the strategic plan for the SBU, aligning with GroupCo's overall vision of providing unique customer driven solutions.
• Develop policies and procedures to enhance operational efficiency.
• Evaluate and seize opportunities for expanding services.
• Drive innovation and digital transformation within the SBU

Sales Force Development:

• Develop and implement sales strategies to achieve revenue targets and expand market share.
• Identify potential clients through various channels, including networking, online research, and attending industry events to build a robust client base.
• Conduct presentations and tours for potential buyers, highlighting the features and benefits of properties to persuade them to make a purchase.
• Engage with potential buyers, understanding their needs, and guiding them through the buying process.
• Engage with potential buyers to negotiate terms and conditions of sales agreements, and working towards closing deals that are beneficial for both the client and the company.
• Recruit, train, and mentor a high-performing sales team focused on customer-centric selling.
• Foster a culture of continuous improvement through sales training and performance evaluations.

Relationship and Experience Management:

• Develop and maintain a robust CRM system to track customer interactions and feedback.
• Design and implement strategies to enhance customer loyalty and lifetime value through personalized experiences.
• Design and implement comprehensive customer experience management frameworks and training modules to enhance customer experience across all touchpoints, ensuring they align with the company's brand and values.
• Analyze the customer journey to identify opportunities for improvement and ensure that each stage of engagement meets customer expectations.
• Collect and analyze customer feedback to gain insights into their experiences and identify areas for enhancement.
• Keep accurate records of client interactions and transactions to ensure compliance and facilitate follow-up actions.
• Resolve customer issues promptly and effectively to maintain high satisfaction levels.
• Analyze customer feedback and market trends to inform service improvements.

Office Management:

• Oversee day-to-day operations of the front office at GroupCo offices.
• Guarantee exceptional customer service and a welcoming environment for clients.

Research and Analysis:

• Conduct comprehensive market research to identify trends, customer preferences, and competitive landscape.
• Analyze data to develop strategies for entering new markets and enhancing customer satisfaction.
• Produce regular reports on market conditions and customer demographics to inform business decisions.

Mortgage Brokerage Services:

• Establish and manage an agency and mortgage brokerage service for real estate transactions within and outside the estate.
• Manage client portfolios and facilitate property and mortgage transactions.
• Build relationships with industry professionals to facilitate smooth transactions.
• Ensure compliance with relevant regulations and provide expert advice to clients.

Channels Development and Management:

• Identify and develop new sales channels to diversify revenue streams (e.g. a Build Mart).
• Collaborate with marketing teams to promote products and services through various platforms.
• Evaluate channel performance and make necessary adjustments to optimize results.

Development and Management:

• Develop a franchise model for expanding GroupCo’s presence in the home and lifestyle market.
• Oversee franchisee recruitment, training, and support to ensure brand consistency.
• Monitor franchise performance and implement strategies for continuous improvement.

Oversight:

• Develop and manage SBU budgets, ensuring cost efficiency and profitability.
• Monitor financial performance of the SBU, ensuring budgetary compliance and profitability and implement corrective actions as needed.
• Prepare financial reports and forecasts for senior management.

Marketing with Personal Brand:

• Utilize Thought Leadership, Networking, Social Media Presence, Public Relations, Corporate Culture Advocacy and other personal branding techniques to promote the SBU.
• Develop and execute marketing strategies that enhance both the personal and SBU brand.
• Engage with industry stakeholders to build the brand's reputation.
• Utilize digital tools and platforms for brand visibility and engagement.

Engagement:

• Engage with internal and external stakeholders to foster collaboration, partnerships, align efforts and ensure a consistent and seamless customer experience.
• Act as the primary point of contact for SBU-related inquiries and negotiations.
• Represent GroupCo at industry events and networking opportunities.
• Reporting and Analysis:
• Prepare and submit detailed reports on sales, customer feedback, and market trends for management review.
• Analyze operational data to identify trends and opportunities for improvement.
• Use data-driven insights to guide strategic decisions.

Performance Metrics

• Successful establishment and growth of the SBU
• Sales growth and revenue generation
• Customer satisfaction and retention
• CRM effectiveness
• Market research and insights utilization
• Brand visibility and budget management
• Financial performance and budget management
• Stakeholder engagement and relationship building
• Innovation in product and service offerings
• Team development and leadership

Skills and Qualifications

• Bachelor's Degree in Business Administration, Marketing, or a related field.
• 5 - 7 years experience in sales, customer relationship management, or related roles.
• Strong leadership skills with a track record of building and developing teams.
• Excellent communication and interpersonal skills.
• Proficiency in digital tools and CRM software.
• Ability to think strategically and innovatively.

Abilities:

• Authentic, credible, and consistent in professional dealings.
• Innovative mindset with a passion for creating customer-driven solutions.
• Strong commitment to upholding company values and enhancing brand visibility.

Competencies:

• Strategic and innovative thinking.
• Customer-focused mindset and a passion for delivering exceptional experiences.
• Ability to manage multiple projects and prioritize effectively.
• Strong interpersonal skills and ability to build and maintain relationships.
• Proficiency in digital marketing and social media engagement.

Environment and Conditions:

• The role may require travel to various project sites and potential markets.
• A dynamic and fast-paced environment with a focus on innovation, customer satisfaction. and continuous improvement.
• Flexible working hours may be required to meet sales targets and deadlines

Career Path:

• Potential for advancement to senior management roles within GroupCo.
• Opportunity to expand the department’s services to a wider market.

Compensation

• Competitive Salary with benefits package including health insurance, retirement plan, performance bonuses, and a stock ownership plan.

Application Closing Date
31st March, 2025.

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