Area Customer Manager - Enugu at Alan & Grant

Job Summary

• The Area Customer Manager (ACM) is responsible for driving customer acquisition, retention, revenue growth, and operational excellence of the Lending business within an assigned territory. The role oversees distributors, field teams (Team Leads and Relationship Officers), and key distributor customers, ensuring growth of BNPL business, execution of commercial strategy, credit discipline, and service quality at the area level.

Key Responsibilities

Business Growth & Revenue Management

• Drive BNPL GMV, retention, revenue, and volume growth across the assigned territory in line with regional targets.
• Execute customer acquisition and activation strategies for distributors.
• Identify growth opportunities within the area, including white spaces and underpenetrated markets.

Customer & Distributor Management

• Manage relationships with distributors, key accounts, and strategic customers within the area.
• Ensure distributors meet agreed service levels, coverage expectations, and operational standards.
• Resolve customer issues promptly to maintain high satisfaction and retention levels.

Credit, Collections & Risk Management

• Enforce credit policies and ensure adherence to approved credit limits.
• Monitor outstanding balances, NPL levels, and recovery performance within the area.
• Work closely with recovery teams to drive collections and minimize credit risk.

Field Execution & Operations

• Supervise and support field sales officers, recovery agents, and customer-facing teams.
• Ensure daily, weekly, and monthly execution of field activities and route plans.
• Monitor productivity, coverage, and efficiency of field teams.

Performance Management & Reporting

• Track area-level KPIs including GMV, customer acquisition, retention, NPL, collections, and field productivity.
• Prepare and submit accurate performance reports to the Regional Customer Manager.
• Analyze performance trends and recommend data-driven actions for improvement.

People Leadership & Capability Development

• Coach, train, and mentor field teams to improve sales effectiveness and customer engagement.
• Identify skill gaps and support training initiatives within the area.
• Foster a performance-driven, ethical, and customer-centric culture

Stakeholder Collaboration

• Work closely with Regional Customer Manager, Credit, Operations, Finance, and HR teams.
• Support rollout of new products, systems, and process improvements within the area.
• Provide market intelligence and customer insights to support regional and head-office decision-making.

Requirements

• Bachelor’s degree in Business, Marketing, Economics, or a related field.
• 5–8 years’ experience in open market sales, customer management, distribution, or FMCG/fintech operations.
• Proven experience managing FMCG distributors, field teams, or large customer portfolios is a major requirement.
• Strong understanding of credit management and collections.
• Experience working in fast-paced, target-driven environments.