CRM Manager at Mikano

POSITION SUMMARY

The CRM Manager will lead customer lifecycle management across Motors and Power businesses, driving lead management, sales conversion, aftersales retention, and revenue growth. The role requires strong experience in CRM platforms, dealership/customer data, and managing multi-touch customer journeys in Nigeria's automotive and power sectors

TASKS AND RESPONSIBILITIES

• Develop and execute CRM strategy for Motors (passenger, commercial) and Power (generators, lighting).
• Implement customer lifecycle programs: acquisition, nurturing, conversion, retention, and loyalty.
• Work closely with sales teams to enforce lead response SLAs and reporting discipline.
• Ensure CRM aligns with sales, aftersales, service, and marketing objectives.
• Manage lead capture from digital, showroom, field sales, and partners.
• Build and maintain a centralized customer database across Motors and Power.
• Segment customers by industry, usage, fleet size, value, and lifecycle stage.
• Plan and execute CRM campaigns (email, SMS, WhatsApp, call center).
• Improve service retention, parts sales, and warranty engagement.
• Implement service reminders, maintenance programs, and loyalty initiatives.
• Manage CRM platforms.
• Integrate CRM with website, call center and ERP system.
• Work with Sales, Marketing, Aftersales, Call Center, and IT teams.
• Train teams on CRM usage and customer journey best practices.
• Reduce churn and increase customer lifetime value.

QUALIFICATIONS

• 7-10+ years in CRM, preferably in:
• Automotive (OEM or dealership) preferably.
• Power (solutions/generators) preferably.
• Proven success improving lead conversion, retention, and CRM adoption.
• Previous experience using CRM systems (Salesforce, Dynamics365, Hub spot, Zoho).