POSITION SUMMARY
The CRM Manager will oversee customer lifecycle management for both Motors and Power divisions, focusing on optimizing lead management, enhancing sales conversion rates, improving afterwales retention, and accelerating revenue growth. This position demands extensive experience with CRM systems, deep familiarity with dealership and customer data, and expertise in orchestrating multitouch customer journeys within Nigeria’s automotive and power industries.
The position entails executing a diverse array of duties and obligations, including but not limited to overseeing project timelines, coordinating team efforts, and ensuring adherence to established protocols. Key responsibilities involve analyzing data to identify trends, preparing comprehensive reports, and collaborating with stakeholders to implement strategic initiatives. Additionally, the role demands meticulous attention to detail in managing documentation, conducting quality assurance checks, and maintaining compliance with regulatory standards. Strong problem-solving capabilities and effective communication skills are essential to address challenges promptly and foster productive working relationships. Proficiency in relevant software tools and a commitment to continuous professional development are also required to support organizational objectives and drive operational excellence.
Devising and implementing a comprehensive CRM strategy specifically tailored for Motors—covering both passenger and commercial segments—as well as Power, which includes generators and lighting, will be your core responsibility.
Design and execute comprehensive customer lifecycle initiatives, spanning acquisition, nurturing, conversion, retention, and loyalty strategies, to drive sustainable growth and long-term engagement.
Collaborate effectively with sales teams to uphold lead response service-level agreements (SLAs) and maintain consistent reporting standards.
Collaborate with sales, afterwales, service, and marketing teams to ensure the CRM system supports and enhances their respective objectives.
Oversee the acquisition of leads across digital platforms, showroom interactions, field sales activities, and partner networks.
Develop and oversee a unified customer database system that spans both the Motors and Power divisions.
Segment customers based on industry, usage patterns, fleet size, value, and lifecycle stage to enable targeted strategies and tailored solutions.
Develop and implement strategic CRM campaigns across multiple channels including email, SMS, WhatsApp, and the call center.
Enhance service retention rates while simultaneously boosting parts sales and warranty participation to drive overall customer satisfaction and business growth.
Design and execute service reminders, maintenance schedules, and loyalty programs to enhance customer engagement and retention.
Oversee and administer Customer Relationship Management systems to ensure efficient data management and customer engagement processes.
Integrate the CRM system with the website, call center, and ERP system to ensure seamless data synchronization and operational efficiency across all platforms.
Collaborate closely with the Sales, Marketing, Afterwales, Call Center, and IT departments to ensure seamless cross-functional alignment and execution of initiatives.
Responsibilities include educating teams on effective CRM utilization and optimizing customer journey strategies through targeted training sessions.
Minimize customer turnover while maximizing long-term profitability per client.
Seeking a candidate with a minimum of three years of direct experience in a related field, exceptional problem-solving abilities, and a proven track record of delivering high-quality results under tight deadlines. Proficiency in industry-standard software and tools, along with strong interpersonal and communication skills, is essential. The ideal applicant will demonstrate adaptability to evolving priorities, a collaborative mindset, and the capacity to work independently with minimal supervision. Educational qualifications include a relevant degree or equivalent professional experience. Additionally, familiarity with compliance standards, data analysis, or project management methodologies is highly advantageous.
7+ years of professional experience in CRM systems, with a preference for candidates who have 10+ years of expertise in the field.
Automotive manufacturing or dealership experience is strongly preferred.
Experienced professionals with a preference for power solutions, including generators, are encouraged to apply.
Achieved measurable improvements in lead conversion, customer retention, and the implementation of CRM systems.
Proficiency in utilizing Customer Relationship Management tools such as Salesforce, Dynamics 365, HubSpot, or Zoho is required.
Apply now by sending your application materials to recruitment@mikanomotors.com.
Qualifications
BA/BSc/HND
Experience Required
7 years
