POSITION SUMMARY
The CRM Manager will spearhead customer lifecycle management initiatives for both the Motors and Power divisions, with a focus on optimizing lead management, enhancing sales conversion rates, fostering afterwales retention, and accelerating revenue growth. This position demands extensive expertise in CRM platforms, in-depth knowledge of dealership and customer data, and a proven ability to orchestrate multitouch customer journeys within Nigeria’s automotive and power industries.
We are seeking a highly motivated individual to oversee a diverse range of tasks and responsibilities integral to the success of our operations. The successful candidate will be entrusted with managing key projects, ensuring adherence to established protocols, and driving efficiency across critical processes. In addition, they will collaborate closely with cross-functional teams to identify opportunities for improvement, implement strategic initiatives, and maintain high standards of performance. The role demands a proactive approach, strong analytical skills, and the ability to multitask effectively in a fast-paced environment.
Formulate 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 encompassing acquisition, nurturing, conversion, retention, and loyalty phases to drive sustainable business growth.
Collaborate effectively with sales teams to uphold lead response service level agreements (SLAs) and maintain consistent reporting standards.
Align the CRM system with the objectives of sales, afterwales, service, and marketing to drive cohesive collaboration and operational efficiency.
Oversee the acquisition of leads across digital channels, showroom interactions, field sales engagements, and partner networks.
Develop and uphold a unified customer database, consolidating information across both the Motors and Power divisions.
Categorize customers according to their respective industries, usage patterns, fleet dimensions, monetary value, and current lifecycle stage.
Develop and implement comprehensive CRM campaigns across multiple channels, including email, SMS, WhatsApp, and the call center, ensuring cohesive messaging and strategic outreach.
Enhance service retention, drive parts sales, and increase warranty engagement to strengthen customer loyalty and revenue growth.
Design and execute service reminders, maintenance schedules, and loyalty programs to enhance customer engagement and retention.
Oversee the administration and optimization of Customer Relationship Management systems to ensure efficient data management and customer engagement strategies.
Integrate the CRM system with the website, call center, and ERP system to ensure seamless data flow and unified customer management across all platforms.
Collaborate with cross-functional teams including Sales, Marketing, Afterwales, Call Center, and IT to ensure seamless integration and alignment of initiatives.
Provide training to teams on effective utilization of CRM systems and methodologies for optimizing the customer journey.
Focus on minimizing customer attrition while maximizing long-term customer value to enhance overall profitability and sustainability.
Seeking a highly organized individual with exceptional attention to detail and a proven track record in administrative support roles. The ideal candidate must possess strong interpersonal and communication skills to effectively liaise with staff, clients, and stakeholders. Proficiency in office software, including Microsoft Office Suite, and experience with project management tools are essential. A bachelor’s degree in business administration, communications, or a related field is preferred, though equivalent experience may be considered. The ability to multitask in a fast-paced environment while maintaining accuracy and discretion is critical. Familiarity with data entry, scheduling, and basic accounting principles is a plus.
7+ years of experience in Customer Relationship Management (CRM) systems, with a preference for candidates who have 10+ years of relevant experience, particularly in specialized CRM platforms or enterprise-level implementations.
Automotive industry experience, preferably with OEMs or dealerships.
We seek candidates with experience in power solutions or generators, with a preference for relevant expertise in these areas.
Achieved measurable improvements in lead conversion rates, customer retention metrics, and CRM system utilization, demonstrating a track record of driving tangible results in these key areas.
Professional experience with Customer Relationship Management (CRM) systems, including Salesforce, Dynamics 365, HubSpot, and Zoho, is required.
Interested candidates are encouraged to submit their applications promptly via email to recruitment@mikanomotors.com.
Qualifications
BA/BSc/HND
Experience Required
7 years
