CRM Manager at Mikano

• Job Objectives:
• Develop and execute CRM strategy for Motors (passenger, commercial) and Power (generators, lighting).
• Implement customer lifecycle programs: acquisition, nurturing, conversion, retention, and loyalty.
• Ensure CRM aligns with sales, aftersales, service, and marketing objectives.
• Manage lead capture from digital, showroom, eld sales, and partners.
• Track lead-to-sale journey and improve conversion rates.
• Work closely with sales teams to enforce lead response SLAs and reporting discipline.
• Build and maintain a centralized customer database across Motors and Power.
• Segment customers by industry, usage, eet size, value, and life cycle stage.
• Use insights to personalize campaigns and communications.
• Plan and execute CRM campaigns (email, SMS, WhatsApp, call center).
• Run targeted campaigns for: Test drives and vehicle offers, Generator sales and maintenance contracts, Aftersales service reminders and parts promotions, Measure performance and optimize continuously.
• Improve service retention, parts sales, and warranty engagement.
• Implement service reminders, maintenance programs, and loyalty initiatives
• Improve service retention, parts sales, and warranty engagement.
• Implement service reminders, maintenance programs, and loyalty initiatives.
• Reduce churn and increase customer lifetime value.
• Build dashboards for: Lead source performance, Conversion rates, Sales attribution, Customer retention and repeat purchase
• Provide actionable insights to leadership.
• Manage CRM platforms.Integrate CRM with website, call center and ERP system
• Ensure data quality, governance, and compliance.
• Work with Sales, Marketing, Aftersales, Call Center, and IT teams.
• Train teams on CRM usage and customer journey best practices
• Leads from new media channels, Inuencer campaign ROI
• Activation-driven pipeline, Engagement quality (not just reach)
• Brand relevance among target audiences, Contribution to showroom traffic & inquiries

Qualications & Experience

• 7–10+ years in CRM, preferably in: Automotive (OEM or dealership) preferably Power (solutions/generators) preferably Nigerian market experience.
• Proven success improving lead conversion, retention, and CRM adoption.
• Previous experience using CRM systems (Salesforce, Dynamics365, HubSpot, Zoho)
• Strong CRM platform management
• Data analysis and reporting
• Customer journey mapping
• Marketing automation and campaign execution
• Stakeholder and team management Skills