Customer Relationship Officer

Job title : Customer Relationship Officer

Responsibilities

• Manage and maintain the company’s CRM database and ensure customer information is accurate and up to date.
• Design, test, and execute email marketing, SMS, and multi-channel campaigns using CRM automation tools. Capture and organize customer inquiries, leads, purchases, and interactions.
• Follow up with leads generated through social media, websites, WhatsApp, walk-ins, and other channels.
• Track leads from initial enquiry through conversion and after-sales follow-up. Track key performance indicators (KPIs) such as conversion rates, customer retention, and campaign ROI.
• Respond to customer inquiriesand ensure they are directed to the appropriate sales team.
• Conduct follow-ups with existing and prospective customers to improve conversion and retention.
• Maintain records of customer complaints, feedback, requests, and resolutions.
• Segment customers based on their interests, purchase history, location, and other relevant information.
• Send targeted customer communications, promotions, reminders, and updates.
• Monitor customer satisfaction and identify opportunities to improve the customer experience.
• Generate regular CRM reports on leads, follow-ups, conversions, customer retention, and sales activities.
• Work closely with the Sales, Marketing, and Customer Service teams.
• Ensure no qualified lead or customer enquiry is left unattended.
• Collaborate with sales, marketing, and customer service teams to resolve issues and optimize the customer journey
• Identify recurring customer issues and recommend improvements to management

Requirements

• Bachelor’s Degree or HND in Business Administration, Marketing, Mass Communication, Public Relations, Sales, Customer Service, or a related field.
• 2–5years of experience in CRM, customer service, sales, relationship management, or a similar role.
• Good communication and interpersonal skills.
• Strong customer service and problem-solving skills.
• Ability to handle customer complaints professionally.
• Good computer skills, especially Microsoft Excel and CRM software.
• Ability to maintain accurate customer records and prepare reports.
• Good follow-up and organizational skills.
• Ability to work with Sales, Marketing, Delivery, and other departments.
• Knowledge of CRM tools/software is an advantage.

Benefits

• Competitive salary
• HMO
• Annual leave
• Pension.