POSITION SUMMARY
The CRM Manager will oversee the entire customer lifecycle management process for the Motors and Power businesses, focusing on optimizing lead management, improving sales conversion rates, enhancing afterwales retention, and accelerating revenue growth. This position demands extensive experience with CRM platforms, a deep understanding of dealership and customer data, and the ability to orchestrate multitouch customer journeys within Nigeria’s automotive and power industries.
We are seeking a detail-oriented professional to join our team, responsible for executing a range of critical tasks to ensure operational excellence. Key duties include overseeing day-to-day workflows, optimizing processes for efficiency, and maintaining high standards of accuracy in all deliverables. You will collaborate closely with cross-functional teams to address challenges, implement solutions, and drive continuous improvement initiatives. Additionally, you will be expected to prepare comprehensive reports, analyze performance metrics, and provide strategic recommendations to enhance productivity and profitability. Strong organizational skills, problem-solving abilities, and proficiency in relevant software tools are essential for success in this role.
Formulate and implement a comprehensive CRM strategy tailored to motors (both passenger and commercial segments) and Power (including generators and lighting).
Develop and execute comprehensive customer lifecycle strategies encompassing acquisition, nurturing, conversion, retention, and loyalty initiatives.
Collaborate effectively with sales teams to ensure adherence to lead response service-level agreements (SLAs) and maintain rigorous reporting standards.
To guarantee alignment between the CRM system and the strategic goals of sales, afterwales, service, and marketing teams, comprehensive oversight and coordination are essential.
Capture leads through digital channels, in-person interactions at showroom visits, field sales activities, and collaborative efforts with partners.
Construct and uphold a unified customer database encompassing both the Motors and Power divisions.
Segment customers based on industry, usage patterns, fleet size, value metrics, and lifecycle stage to enable targeted strategies and more precise engagement.
Develop and implement comprehensive CRM campaigns across multiple channels, including email, SMS, WhatsApp, and call centers, ensuring cohesive and effective communication strategies.
Enhance customer loyalty for services, increase revenue from parts sales, and strengthen engagement with warranty programs.
Develop and execute service reminders, structured maintenance programs, and customer loyalty initiatives to enhance engagement and retention.
Oversee the administration and optimization of Customer Relationship Management systems to ensure seamless data management, customer interaction tracking, and process automation across platforms.
Integrate the CRM system with the website, call center, and ERP system to ensure seamless data flow and operational efficiency across all platforms.
Collaborate closely with Sales, Marketing, Afterwales, Call Center, and IT departments to drive cohesive strategies and seamless operations across teams.
Expertly instruct teams on leveraging CRM systems effectively and optimizing customer journey strategies.
To minimize customer turnover and enhance long-term customer value, focus on strategies that improve retention and foster sustained engagement.
Seeking a candidate with a Bachelor’s degree in Computer Science, Information Technology, or a related discipline, along with a minimum of three years of experience in software development, specifically in Python, Java, or C++. Proficiency in SQL and familiarity with cloud platforms like AWS or Azure are essential. Strong problem-solving skills and the ability to work collaboratively in an Agile environment are required. Prior experience with full-stack development or DevOps practices would be advantageous. Excellent communication skills to articulate technical concepts to non-technical stakeholders are also necessary. A commitment to continuous learning and professional development is expected.
With a minimum of seven to ten years of experience in CRM systems, ideally gained in roles such as:
Automotive industry experience, whether with an original equipment manufacturer (OEM) or a dealership, is strongly preferred.
Power (solutions/generators) preferably.
Proven success improving lead conversion, retention, and CRM adoption.
Previous experience using CRM systems (Salesforce, Dynamics365, Hub spot, Zoho).
Submit your application promptly by sending your materials to recruitment@mikanomotors.com.
Qualifications
BA/BSc/HND
Experience Required
7 years
