Elevate Customer Experiences: Join Sylvastar Group as a Customer Relationship Manager!

Are you a seasoned leader with a passion for cultivating exceptional customer experiences and driving sales growth? Sylvastar Group, a dynamic and diversified Nigerian conglomerate, is seeking a proactive and results-driven Customer Relationship Manager (CRM) to lead our customer service and telesales operations. With a strong presence across real estate, agriculture, food & beverages, finance, and petrochemical manufacturing, Sylvastar Group offers a challenging yet rewarding environment for professionals eager to make a significant impact.

At Sylvastar Group, we believe that strong customer relationships are the cornerstone of sustainable success. As our new CRM, you will be instrumental in nurturing these connections, enhancing customer loyalty, and optimizing our sales conversion rates through strategic leadership and customer-centric initiatives.

About Sylvastar Group

Headquartered in Abuja, Nigeria, Sylvastar Group stands as a testament to diversified excellence. Our broad portfolio across multiple vital sectors underscores our commitment to growth, innovation, and contributing to the Nigerian economy. Joining our team means becoming part of an organization that values professionalism, integrity, and a relentless pursuit of excellence.

The Opportunity: Customer Relationship Manager

This pivotal role calls for a visionary leader capable of overseeing our entire customer service ecosystem. You will be responsible for managing and inspiring our Customer Service Representatives and Telesales Executives, ensuring they consistently deliver outstanding service and meet ambitious performance targets. If you thrive in a fast-paced environment and possess a knack for building rapport and resolving challenges, this is your chance to shine.

Key Responsibilities: Driving Excellence in Customer Engagement

Team Leadership & Performance Management: Supervise, mentor, and motivate Customer Service Representatives and Telesales Executives, fostering a high-performance culture. Conduct regular performance reviews and team meetings, providing targeted coaching and development.
Strategic CRM Development: Design and implement innovative customer relationship management strategies focused on enhancing satisfaction, fostering loyalty, and boosting retention.
Operational Excellence: Monitor and evaluate team performance against KPIs, ensuring exceptional customer service standards are maintained across all touchpoints. Handle escalated customer complaints and ensure prompt, effective resolution.
Sales & Revenue Generation: Collaborate closely with sales and marketing teams to identify opportunities for customer acquisition, improve sales conversions, and drive revenue growth.
Data Analysis & Reporting: Track customer interactions, feedback, and complaints to identify areas for improvement. Prepare comprehensive weekly and monthly reports on customer satisfaction, team performance, sales conversions, and retention metrics.
Process Improvement: Ensure accurate documentation and maintenance of customer records within the CRM system. Develop compelling scripts, communication templates, and customer engagement initiatives to optimize service delivery and telesales effectiveness.

Who We Are Looking For: Your Profile

To succeed in this role, you should possess a robust blend of experience, leadership qualities, and a genuine passion for customer satisfaction.

Education: A Bachelor's Degree in Business Administration, Marketing, Mass Communication, or a related field.
Experience: A minimum of 3 years of progressive experience in Customer Service, Customer Relationship Management, Telesales, or a similar supervisory capacity.
Leadership & Communication: Demonstrated strong leadership and team management skills, coupled with excellent communication, negotiation, and interpersonal abilities.
Problem-Solving: Proven track record in effectively managing customer complaints and resolving conflicts.
Technical Proficiency: Hands-on experience using CRM software and other customer management tools. Proficiency in Microsoft Office Suite.
Analytical Acumen: Strong analytical, reporting, and problem-solving abilities.
Mindset: A sales-oriented mindset with an unwavering passion for customer satisfaction.

Key Competencies: Your Advantage

Leadership & Team Management
Customer Service Excellence
Sales & Revenue Growth
Conflict Resolution
Communication & Relationship Building
Performance Management
Data Analysis & Reporting
Time Management & Organization

Why Join Sylvastar Group? Your Benefits Await

We believe in rewarding our talent. As a Customer Relationship Manager, you will receive:

Competitive Salary: A monthly salary of N180,000 - N200,000.
Performance-Based Incentives: Opportunities to earn additional rewards based on your achievements.
Career Growth Opportunities: A clear path for professional advancement within a growing conglomerate.
Professional Development & Training: Access to resources that will enhance your skills and expertise.
Supportive Work Environment: Join a team that values collaboration and mutual success.

If you are ready to take on a challenging and rewarding role where your leadership and customer relationship expertise will drive significant business impact, we encourage you to apply. Join Sylvastar Group and help us build stronger, more enduring relationships with our valued customers.