Customer Relationship Manager at HBM Nigeria Plc – Gombe, Gombe State

HBM Nigeria Plc is recruiting a Customer Relationship Manager in Gombe to strengthen distributor and end-customer satisfaction, loyalty, retention and complaint resolution. The position combines regional relationship management with CRM technology, analytics and service improvement.

Responsibilities

• Own customer complaints, requests and enquiries through logging, escalation, resolution and closure within agreed service levels.
• Coordinate Sales, Logistics, Plant, Finance and IT teams to communicate timely responses and close issues.
• Act as a senior regional contact for customers and deliver regular relationship-building and satisfaction activities.
• Provide customer feedback and commercial insight to management.
• Measure and report CSAT, NPS, first-contact resolution, average handling time, SLA compliance and other customer-experience indicators.
• Use CRM data, visualisation and predictive analysis to understand customer behaviour, churn risk, lifetime value and retention opportunities.
• Apply AI, workflow automation, self-service portals and routine-message triggers while maintaining personalised customer service.
• Prioritise key accounts, support onboarding, resolve complex complaints and improve service processes.
• Prepare clear reports and recommendations for customer-experience leadership.
• Uphold confidentiality, accountability, professional ethics and timely execution.

Requirements

• Bachelor’s degree or HND in any discipline.
• Four or more years in customer service or contact-centre operations, including at least one year supervising or managing people.
• Practical CRM experience, for example Salesforce, and proficiency with Microsoft Office or Google Workspace.
• Working knowledge of customer-service measures such as CSAT, NPS, FCR, AHT and SLA compliance.
• Strong communication, listening, de-escalation, relationship management, planning, analytical and problem-solving abilities.
• Experience improving processes, using data for decisions and collaborating across business functions.