Reports To: Managing Director / Head of Sales
Role Overview
The Customer Relationship Manager is responsible for managing, growing, and retaining the company’s customer base. This role ensures strong partnerships with retailers, veterinary doctors, and distributors by maintaining consistent communication, resolving concerns, increasing order frequency, and identifying growth opportunities.
The CRM ensures no active customer becomes inactive without intervention.
This is a performance-driven, relationship-focused role tied directly to revenue growth and customer retention.
Key Responsibilities
Customer Retention & Engagement
- Maintain regular contact with assigned customers (calls, visits, follow-ups).
- Ensure no customer goes more than 7–14 days without engagement.
- Track customer buying patterns and identify drop-offs.
- Reactivate inactive customers.
- Resolve complaints professionally and quickly.
Revenue Growth & Upselling
- Identify opportunities to increase order size and frequency.
- Introduce new products to existing customers.
- Educate customers about product benefits and usage.
- Monitor customer weekly turnover and recommend strategies to improve it.
Relationship Intelligence
- Maintain accurate customer records (contact details, preferences, payment history).
- Document feedback and market insights.
- Report competitor activity in the field.
- Provide weekly relationship health reports.
Coordination with Internal Teams
- Work closely with Sales, Credit, and Inventory teams.
- Ensure orders are processed efficiently.
- Flag payment delays to Credit Analyst.
- Support smooth delivery and logistics follow-up.
Field Visits (If Required)
- Conduct relationship-building visits to key retailers or vet clinics.
- Strengthen loyalty through face-to-face engagement.
- Build trust and long-term partnerships.
Key Performance Indicators (KPIs)
- Customer retention rate
- Reactivation rate of dormant customers
- Increase in average order value
- Customer satisfaction rating
- Weekly revenue growth from assigned accounts
- Reduction in churn rate
Required Qualifications
- Bachelor’s degree in Business, Marketing, or related field
- 2–4 years experience in customer management, sales, or account management
- Experience in FMCG, pharmaceutical, or veterinary industry preferred
- Basic understanding of financial numbers (revenue, margin, turnover)
Compensation
- Salary Range: ₦150,000 – ₦200,000 (Based on experience and performance)
- Performance incentives tied to retention and revenue growth
- Career growth opportunities within the organization
Required Skills
- Excellent communication and persuasion skills
- Strong follow-up discipline
- High emotional intelligence
- Problem-solving ability
- Organized and structured
- Ability to track multiple customers without confusion
Ideal Personality Fit
You need someone who:
- Is proactive, not waiting for customers to complain
- Is confident but not aggressive
- Understands that relationships = revenue
- Can hold customers accountable on payments
- Is structured enough to give clean weekly reports
- Is emotionally stable and not easily manipulated by customers
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