Senior Associate - Client Relationship Management at Nexia Agbo Abel & Co.

Job Responsibilities

• Establish and maintain effective communication channels with both internal and external clients of the firm.
• Respond to inquiries, feedback, and complaints in a timely and professional manner.
• Forecasting and anticipating client’s needs and behaviors for better resource planning and allocation.
• Effectively cross-selling and upselling Nexia services to contribute to increased revenue without incurring significant additional costs.
• Facilitate communication between different departments to ensure a seamless customer / client’s experience.
• Collect and maintain accurate client data.
• Regularly update and cleanse client records to ensure data integrity.
• Tailor communication and marketing strategies for different client segments.
• Analyze client data to identify trends, preferences, and opportunities for improvement.
• Collaborate with brand and service unit, and client support teams to align strategies and ensure a consistent client experience.
• Share client insights and feedback with relevant departments to drive product/service improvements.
• Monitor and report on key performance indicators (KPIs) related to client satisfaction, retention, and engagement.
• Analyze data to identify areas for improvement and implement corrective actions.
• Create and distribute educational materials to enhance client understanding and satisfaction.
• Identify opportunities for upselling and cross-selling based on client needs and preferences.
• Collaborate with all department/teams to maximize revenue from existing clients.
• Design and implement feedback mechanisms, such as surveys, to gather client opinions.
• Use client feedback to drive continuous improvement initiatives.

Requirements

• B.Sc / HND in Humanities / Social Sciences or other related fields
• Minimum of 3 to 5 years Cognate experience.
• Knowledge of the audit and consultancy industry, including understanding of auditing standards, financial regulations, and industry-specific practices, is an added advantage.
• Strong time management skills to handle multiple responsibilities and deadlines.
• Strong background in analytics, statistics, or data science.
• Good understanding of sales and digital marketing principles.
• Hands-on experience in customer service relationship management and social media management.
• Ability to manage, prioritize and adapt to changing priorities and unexpected situations.
• Effective listening skills to understand client’s enquiries and feedback, ability to convey information clearly and professionally.
• Excellent written and verbal communication skills
• Microsoft Office Specialist
• Certifications related to CRM software.