Head Client Management at Mshel Homes Ltd

JOB SUMMARY

The Head Client Management is a senior leadership role responsible for delivering an outstanding client experience at every touchpoint and positioning Mshel Homes Limited as the most trusted and responsive real estate partner for individuals, corporate entities, and diaspora investors. The role holder sets and enforces the standard for how clients are treated — from first contact and onboarding through active engagement, document management, issue resolution, and long-term relationship maintenance — while building and leading a high-performance client management team.

KEY RESPONSIBILITIES

Client Relationship Management

• Oversee the Client Onboarding and registration department, Client Experience and Relationship department, Documentation and Records department and Payment Operations and Revenue Support department. 
• Develop and own end-to-end client management strategies that maximise satisfaction, loyalty, and trust across all Mshel Homes product lines.
• Serve as the senior point of escalation for high-net-worth clients, institutional investors, corporate accounts, and diaspora clients.
• Build and maintain deep, trust-based relationships with key accounts, ensuring proactive communication and swift resolution of concerns.
• Design and implement structured client engagement programmes — including periodic check-ins, property tours, investment briefings, and milestone acknowledgements.
• Collaborate with the Sales and Marketing teams to ensure newly acquired clients are onboarded seamlessly and feel valued from day one.

Communication & Responsiveness

• Ensure all client emails, calls, and messages are acknowledged within 4 business hours and fully resolved within 24 hours, without exception.
• Establish and enforce a written communication policy across the team — covering tone, structure, turnaround times, and escalation thresholds for unresolved queries.
• Monitor team inboxes and communication logs daily to identify delayed responses and intervene immediately where SLAs are at risk.
• Maintain a client communication tracker to record all interactions, commitments made, and follow-up actions, ensuring nothing falls through the cracks.
• Personally respond to or supervise responses to all complaints, sensitive issues, and correspondence involving senior clients or escalated matters.

Document Management & Issuance

• Oversee the timely preparation, verification, and issuance of all client-facing documents — including offer letters, receipts, allocation letters, title documents, agreements of sale, and completion certificates.
• Establish a document issuance schedule with clearly defined turnaround times for each document type, and ensure strict adherence across the team.
• Liaise proactively with Legal, Contracts, and Finance to eliminate bottlenecks that delay client document delivery.
• Maintain a centralised document status tracker so clients can always be given an accurate update on where their paperwork stands.
• Ensure all documents issued to clients are accurate, professionally presented, and comply with applicable regulatory and contractual standards.

Issue Resolution & Client Advocacy

• Lead the resolution of all client complaints, disputes, and service failures in a professional, empathetic, and timely manner — targeting closure within 48–72 hours of escalation.
• Implement a structured complaint management process: acknowledge, investigate, resolve, close, and follow up — with documented records at every stage.
• Conduct root-cause analysis on recurring issues and drive systemic fixes in collaboration with relevant departments to prevent repeat occurrences.
• Act as the internal voice of the client — regularly briefing leadership on pain points, service gaps, and areas requiring process improvement.
• Follow up with clients after issue resolution to confirm satisfaction and rebuild confidence where trust has been tested.

Team Leadership & People Management

• Set clear performance objectives centred on responsiveness, client satisfaction, and service quality; conduct regular appraisals and coaching sessions.
• Design and deliver capacity-building sessions on communication excellence, document handling, complaint management, and CRM tool usage.
• Manage workload distribution, client portfolio assignments, and escalation protocols to ensure no client is left without timely attention.

Operational Excellence & Process Improvement

• Establish and enforce client management standard operating procedures (SOPs) covering response times, document issuance, and issue resolution.
• Oversee the adoption and effective use of CRM platforms to maintain accurate client records, interaction histories, and open-issue logs.
• Lead the design and periodic administration of client satisfaction surveys; translate findings into concrete service improvement plans.
• Ensure all client interactions comply with regulatory requirements and applicable authorities.

Reporting, Analytics & Strategic Input

• Prepare and present monthly, quarterly, and annual client experience reports — covering satisfaction scores, response time performance, document issuance rates, and complaint trends to senior management.
• Provide data-driven insights into client pain points, service gaps, and satisfaction drivers to inform leadership decisions.
• Contribute to the development of the annual client management strategy and team KPI structure.

QUALIFICATIONS & EXPERIENCE

Minimum Qualifications

• Bachelor's degree in Business Administration, Marketing, Estate Management, Finance, or a related discipline.
• Postgraduate qualification (MBA or MSc) in a relevant field is strongly preferred.

Experience

• Minimum of 8 – 15 years of progressive experience in client management, relationship banking, real estate sales, or financial services.
• At least 4 years in a supervisory or management capacity with demonstrated team leadership experience.
• Proven track record of managing high-value client portfolios and delivering measurable improvements in client satisfaction and service quality.
• Experience in the Nigerian real estate market, mortgage finance, or FinTech ecosystem is highly desirable.
• Familiarity with the regulatory frameworks of CBN, SEC Nigeria, and CAC as they relate to financial services and investment products.

COMPETENCIES & SKILLS

Core Competencies    

• Strategic thinking & planning
• Executive-level communication
• Negotiation & persuasion
• Emotional intelligence & empathy
• People & performance management
• Problem-solving under pressure
• Customer-centric mindset

Technical Skills

• CRM platforms (Salesforce, HubSpot, or equivalent)
• Data analysis & reporting (Excel, Power BI)
• Real estate transaction processes & documentation
• Financial products: mortgages, REIT, MFB instruments
• Regulatory compliance (CBN, SEC, CAC)
• Digital communication & presentation tools

WHAT WE OFFER

• Competitive salary and performance-based incentives.
• Opportunities for professional growth and development.
• A collaborative and innovative work environment.
• The chance to make a meaningful impact within the real estate industry.