POSITION SUMMARY
The CRM Manager will spearhead customer lifecycle management initiatives within the Motors and Power divisions, fostering efficient lead management, optimizing sales conversion rates, enhancing afterwales retention, and accelerating revenue growth. This position demands extensive expertise in CRM platforms, in-depth knowledge of dealership and customer data, and the ability to oversee multitouch customer engagement strategies tailored to Nigeria’s dynamic automotive and power sectors.
The role encompasses a broad spectrum of duties, including the execution of assigned tasks with precision and adherence to established protocols. Key responsibilities involve maintaining meticulous records, managing workflow efficiency, and ensuring seamless communication across departments. Additionally, the position requires the ability to troubleshoot issues promptly, collaborate effectively with cross-functional teams, and uphold compliance with organizational policies and industry standards. Proficiency in relevant software and tools, strong analytical capabilities, and a commitment to continuous improvement are essential for success in this position.
Craft and implement a comprehensive CRM strategy encompassing both Motors (passenger and commercial vehicles) and Power (generators and lighting) segments.
Design and execute comprehensive customer lifecycle initiatives, including acquisition, nurturing, conversion, retention, and loyalty strategies.
Collaborate with sales teams to ensure compliance with lead response service-level agreements and maintain robust reporting standards.
To ensure alignment between the CRM system and the goals of sales, after-sales, service, and marketing departments, it is essential to maintain consistent integration and strategic coordination across these key functions.
Oversee lead acquisition from digital channels, showroom interactions, field sales efforts, and partner networks.
Construct and administer a unified customer database spanning 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 comprehensive CRM campaigns across multiple channels, including email, SMS, WhatsApp, and call center initiatives, to enhance customer engagement and drive strategic outcomes.
Enhance service retention rates, drive parts sales, and increase warranty engagement to strengthen overall service performance and customer satisfaction.
Develop and execute service reminders, maintenance schedules, and loyalty incentive programs to enhance customer engagement and retention.
Oversee and maintain customer relationship management systems to ensure operational efficiency and data integrity. Administer platforms to streamline customer interactions, track engagement metrics, and facilitate seamless communication workflows.
Integrate customer relationship management platforms with web interfaces, telephony systems, and enterprise resource planning solutions 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 alignment and execution of initiatives.
Provide comprehensive training to teams on effective CRM utilization and optimal customer journey strategies.
To mitigate customer attrition and enhance customer lifetime value.
Seeking a highly qualified candidate with a Bachelor’s degree in Computer Science, Engineering, or a related field, along with a minimum of five years of hands-on experience in software development, preferably within a DevOps environment. Expertise in cloud platforms such as AWS, Azure, or GCP, proficiency in scripting languages like Python, Bash, or PowerShell, and familiarity with CI/CD pipelines using tools such as Jenkins, GitLab CI, or GitHub Actions are essential. Strong problem-solving abilities, excellent communication skills, and a collaborative mindset are required to thrive in this role.
7+ years of experience in CRM systems, with a preference for roles involving:
Automotive experience, whether with an original equipment manufacturer or a dealership, is strongly preferred.
Seeking professionals with expertise in power solutions, including generators, to join our team. Ideal candidates will possess a strong background in power systems and generator technology. Responsibilities include designing, maintaining, and optimizing power generation equipment to ensure reliable energy supply. Knowledge of industry standards and safety protocols is essential for compliance and operational efficiency. The role demands technical proficiency, problem-solving skills, and the ability to collaborate in a fast-paced environment.
Achieved measurable improvements in lead conversion rates, customer retention, and CRM utilization.
Individuals should possess prior expertise in Customer Relationship Management (CRM) systems, including but not limited to Salesforce, Dynamics365, HubSpot, and Zoho.
Interested applicants are encouraged to submit their materials promptly to recruitment@mikanomotors.com.
Qualifications
BA/BSc/HND
Experience Required
7 years
