Jobs at Growth Partner Intermediaries Limited

Responsibilities
As the Head, Customer Relations, your responsibility will include:
Key Accountabilities:

• Drive Company Brand, Culture, and Uphold Standards in Customer Relations
• Oversee Daily Operations of the Department for Process Efficiency and Effectiveness.
• Drive Excellent Customer Experience
• Manage Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy.
• Technology innovation
• Driving market growth
• Monthly Report to Management Duties and Responsibilities

Provide Strategic Leadership and Direction:

• Develop and execute the long-term strategic vision for the Customer Relations department, aligning it with the overall company goals and business objectives.
• Lead the team in achieving key customer experience goals and ensure alignment with the company’s mission and values.
• Identify emerging trends, opportunities, and challenges within the customer relations landscape, and formulate strategies to address them.
• Foster a strategic mindset across the department to anticipate customer needs and improve service delivery
• Drive Company Brand, Culture, and Uphold Standards in Customer Relations:
• Lead and embed the company’s brand values and culture into the customer relations team to ensure alignment with organizational goals.
• Establish and maintain high standards for customer service interactions across all touchpoints. Act as a brand ambassador to promote the company’s reputation and ensure all customer-facing employees reflect the company’s core values.

Oversee Daily Operations of the Department for Process Efficiency and Effectiveness:

• Manage and optimize the daily workflow of the Customer Relations department to ensure smooth and effective operations.
• Monitor and analyze key performance indicators (KPIs), such as customer satisfaction, issue resolution times, and service quality, ensuring the team meets or exceeds goals.
• Implement process improvements and streamline operations to enhance efficiency and effectiveness in customer service delivery.
• Drive Excellent Customer Experience:
• Champion initiatives that elevate the customer experience, ensuring a consistent and high-quality service offering.
• Proactively address and resolve customer complaints, concerns, and escalations in a professional and timely manner.

Drive Company Brand, Culture, and Uphold Standards in Customer Relations:

• Lead and embed the company’s brand values and culture into the customer relationsteam to ensure alignment with organizational goals.
• Establish and maintain high standards for customer service interactions across all touchpoints.
• Act as a brand ambassador to promote the company’s reputation and ensure allcustomer-facing employees reflect the company’s core values.

Oversee Daily Operations of the Department for Process Efficiency and Effectiveness:

• Manage and optimize the daily workflow of the Customer Relations department to ensure smooth and effective operations.
• Monitor and analyze key performance indicators (KPIs), such as customer satisfaction, issue resolution times, and service quality, ensuring the team meets or exceeds goals.
• Implement process improvements and streamline operations to enhance efficiency and effectiveness in customer service delivery.

Drive Excellent Customer Experience:

• Champion initiatives that elevate the customer experience, ensuring a consistent and high-quality service offering.
• Proactively address and resolve customer complaints, concerns, and escalations in a professional and timely manner.
• ork closely with customers to understand their needs, ensuring the company delivers a personalized and seamless experience.
• Foster strong relationships with key customers, ensuring high levels of satisfaction and loyalty.

Manage Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy:

• Lead the recruitment, selection, and onboarding process for the customer relations team, ensuring alignment with company needs and culture.
• Oversee performance management processes, including coaching, development, and conducting performance reviews.
• Ensure adherence to company policies in handling disciplinary actions, promotions, and exits.
• Promote a positive, inclusive, and performance-driven work culture that engages and motivates employees.

Technology Innovation:

• Spearhead the adoption of new technologies and tools that improve customer service and streamline operational processes.
• Explore and implement customer relationship management (CRM) systems, automation tools, and digital platforms to enhance service delivery.
• Stay ahead of industry trends and evaluate emerging technologies to maintain a competitive edge and optimize the customer experience.

Driving Market Growth:

• Collaborate with the marketing and sales teams to identify opportunities for customer acquisition, market expansion, and service diversification.
• Analyze customer feedback and market trends to inform strategies for growth and customer retention.
• Cultivate and maintain relationships with key stakeholders, partners, and clients to support long-term business success and market expansion.

Monthly Report to Management:

• Prepare and present detailed monthly reports to the management team, providing insights on customer service performance, trends, and feedback.
• Include key metrics such as customer satisfaction scores, resolution times, service quality assessments, and employee performance data.
• Highlight significant achievements, challenges, and opportunities for improvement in the customer relations department.
• Provide actionable recommendations for improving customer experience, operational efficiency, and overall business growth

Requirements

• Bachelor’s Degree in Social Science, Communications, or a related field
• MBA/M.Sc. in a related discipline is an added advantage.
• Minimum 10 years relevant work experience, 5 years management practice of which 3- 5 years in FMCG and experience in a consulting firm.
• Professional development and training are an added advantage.
• Excellent verbal & written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• The ideal candidate should be personable.
• Challenge and support executive management.
• Should be bold, proactive and flexible.

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Key Accountabilities

• Supervise and lead the customer relations team
• Ensure excellent customer experience
• Train and develop customer relations officers
• Monitor performance and reporting
• Assist in process optimization and continuous improvement
• Promote company band and service standards
• Escalation management
• Assist in monthly report preparation for management.

Duties and Responsibilities
Supervise and Lead the Customer Relations Team:

• Manage a team of Customer Relations Officers, ensuring high standards of service are maintained across all customer interactions.
• Provide daily supervision, guidance, and support to team members to ensure they meet or exceed customer service expectations.
• Assign and monitor team responsibilities, ensuring that all customer inquiries, complaints, and feedback are handled in a timely and professional manner.
• Conduct regular team meetings to ensure alignment with departmental goals, best practices, and company policies.

Ensure Excellent Customer Experience:

• Act as the primary point of contact for complex customer issues, working with the team to resolve escalated concerns efficiently.
• Maintain a customer-first mentality and guide the team to provide solutions that are aligned with the company’s service standards and brand values.
• Continuously monitor customer satisfaction levels, taking action to resolve any service gaps or issues to ensure a seamless customer experience.

Train and Develop Customer Relations Officers:

• Oversee the training and development of new and existing Customer Relations Officers to ensure they are equipped with the skills, knowledge, and tools to deliver excellent customer service.
• Provide ongoing coaching and feedback to team members to improve their performance and customer service delivery.

Monitor Performance and Reporting:

• Track team performance against key performance indicators (KPIs) such as response times, customer satisfaction scores, issue resolution rates, and service quality.
• Prepare and submit regular performance reports to the Assistant Head of Customer Relations, identifying areas for improvement and proposing actionable solutions.
• Analyze customer feedback to uncover trends, potential issues, and opportunities for process improvements.

Assist in Process Optimization and Continuous Improvement:

• Identify and suggest process improvements to enhance the efficiency and effectiveness of the customer relations team.
• Work closely with the Assistant Head of Customer Relations to implement new customer service technologies and strategies that improve team performance and the overall customer experience.
• Foster a culture of continuous improvement by encouraging the team to provide input on how services can be enhanced.

Promote Company Brand and Service Standards:

• Ensure the team consistently upholds the company’s brand values and service standards in every customer interaction.
• Serve as a role model for customer relations best practices and lead by example in providing exemplary customer service.
• Help maintain the company’s reputation for excellence by ensuring that all customer-facing activities reflect the brand’s image and customer service ethos.

Escalation Management:

• Handle escalated customer complaints and service recovery situations, ensuring that issues are resolved quickly and to the customer’s satisfaction.
• Work with the Assistant Head of Customer Relations to identify recurring issues and implement strategies to address them proactively.
• Assist in Monthly Report Preparation for Management:
• Provide input into the preparation of monthly reports, summarizing customer service performance, challenges, and successes within the customer relations department.
• Report on key trends, customer insights, and areas of concern that may impact customer satisfaction or operational performance.

Requirements

• Bachelor’s Degree Social Science, communications, or related field
• MBA/M.Sc. in related discipline is an added advantage.
• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Minimum of 4 - 6 years of experience in customer relations, service management, or a similar role, with at least 1-2 years in a supervisory or leadership capacity.
• Proven experience in managing teams and driving customer service excellence in a fast- paced, customer-centric environment.
• Experience in the retail, or luxury service industry is a plus
• Professional development and training are an added advantage.
• Excellent verbal & written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• The ideal candidate should be personable.
• Challenge and support executive management.
• Should be bold, proactive and flexible.

Knowledge area:

• Reporting
• Service Industry Knowledge
• CRM or related software
• Proficiency with Microsoft Office Suite.

Skills, Experience and Competence

• Strong leadership skills, with the ability to motivate, coach, and develop a team.
• Excellent problem-solving and conflict resolution skills, with a focus on customer- centric solutions.
• Strong organizational and multitasking abilities, with the capacity to manage multiple priorities.
• Proficient in customer relationship management (CRM) systems and customer service technologies.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
• Analytical mindset with the ability to track, interpret, and act upon key performance metrics.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.

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Job Summary
As Manager Business Dev. & Project, your responsibilities will include but not limited to:

• Market Expansion & Client Growth
• Project & ROI Management
• Sales & Marketing
• Team Leadership
• Networking & Industry Engagement
• Reporting & Innovation

Duties and Responsibilities
Planning and Overseeing New Market Initiatives:

• Lead the planning and execution of new market initiatives to drive business growth and expansion, including the identification of new customer segments and geographical areas for growth.
• Develop and implement strategies for market penetration, ensuring alignment with the company’s overall goals and brand positioning.

Researching Organizations and Identifying New Opportunities:

• Conduct market research to identify potential clients, industries, and business opportunities that align with the company’s services and growth ambitions.
• Build relationships with key organizations, influencers, and stakeholders to expand the company’s reach.

Increasing Customer Value and Acquiring New Customers:

• Focus on enhancing the value of existing customer accounts while developing and executing strategies to attract new clients.
• Implement customer retention strategies and explore upsell and cross-sell opportunities to maximize customer lifetime value.

Analyzing Return on Investment (ROI) for New Initiatives and Projects:

• Evaluate the ROI for all new business initiatives, including digital marketing efforts, technology innovations, and new service lines.
• Provide management with detailed analysis of project outcomes, ensuring alignment with financial and operational objectives.

Managing and Monitoring New Initiatives and Projects:

• Oversee the execution of newly launched business initiatives and projects, ensuring successful implementation and achievement of desired outcomes.

Monitor performance metrics, providing regular updates and reports to management on progress and impact

• Actively reach out to potential clients, establishing rapport and arranging meetings to

introduce the company’s offerings.

• Build strong relationships with prospective clients and key decision-makers to facilitate business development opportunities.

Developing New Markets and Improving Sales:

• Identify new markets, sectors, and customer needs to expand sales.
• Develop strategies to improve sales performance in existing markets, increasing market share and revenue.

Digital Marketing and Sales Activities:

• Contribute to the company’s digital marketing efforts by working closely with the marketing team to develop online campaigns, social media strategies, and digital outreach.
• Drive sales initiatives by utilizing digital platforms to engage with potential clients andpromote the company’s services.

Attending Conferences, Meetings, and Industry Events:

• Represent the company at relevant conferences, meetings, and industry events to stay informed of industry trends, competitor activities, and emerging business opportunities.
• Network and build relationships with industry leaders and potential clients at these events.

Developing Quotes and Proposals for Clients:

• Create customized quotes and proposals for prospective clients, addressing their specific needs and demonstrating the value of the company’s services.
• Lead negotiations and close business deals to achieve revenue growth targets.

Setting and Achieving Business Development Team Goals:

• Develop clear goals and milestones for the business development team to support the company’s growth initiatives.
• Ensure that the team achieves sales targets, key performance indicators (KPIs), and other business development objectives.

Training and Developing Team Members:

• Provide training and mentorship to business development team members, ensuring they have the tools and knowledge to succeed.
• Foster a culture of continuous improvement and professional growth within the team.

Following Up on New Business Opportunities:

• Proactively follow up with potential clients, ensuring timely responses and keeping the sales pipeline active.
• Coordinate meetings, calls, and presentations to convert leads into business opportunities.

Planning and Preparing Presentations:

• Develop and deliver engaging presentations to prospective clients, highlighting the benefits of the company’s premium laundry and dry cleaning services.
• Customize presentations to address client needs, offering tailored solutions and value propositions.

Communicating New Product Developments to Clients:

• Stay updated on new product offerings, service innovations, and technological advancements.
• Effectively communicate these developments to prospective clients to create interest and drive sales.

Overseeing Marketing Literature Development:

• Oversee the development of marketing materials, including brochures, presentations, and promotional content that align with the company’s brand and messaging.
• Ensure that marketing literature reflects the company’s high-quality service and innovative approach.

Reporting and Providing Management Feedback:

• Prepare regular reports on business development activities, market trends, and project performance for management.
• Provide actionable and project outcomes.

Technology Innovation and Integration:

• Champion the integration of new technologies to improve customer service, streamline operations, and support business development efforts.
• Collaborate with the IT and operations teams to assess and implement innovative technology solutions that drive efficiency and enhance customer experiences. Feedback and insights based on market research, customer interactions.

Education and Work Experience requirement

• Bachelor’s degree in Business, Marketing, or a related field.
• 10+ years in business development or sales, with a proven track record in driving market growth and implementing successful initiatives.
• Proficient in major Administrative applications and software - Microsoft Word, Microsoft Excel, Microsoft Office suite, etc., programs and project management tools like Microsoft Project and SharePoint
• The ideal candidate should be personable Skills, Experience and Competence
• Strong leadership, and communication skills; familiarity with CRM systems and digital marketing platforms
• Strategic Thinking: Develop and execute market-aligned strategies.
• Sales & Negotiation: Drive sales and secure contracts.
• Project Management: Oversee and deliver projects on time and within budget.
• ROI Analysis: Assess and optimize business initiatives.
• Digital Marketing: Leverage digital tools and platforms for growth.
• Client Management: Build and maintain strong client relationships.
• Leadership: Lead and motivate a high-performing team.
• Communication: Strong presentation and proposal skills.
• Industry Knowledge: Stay informed on trends and network effectively.
• Technology Integration: Implement innovative tech solutions.
• Problem-Solving: Resolve challenges with data-driven decisions.
• Time Management: Manage multiple tasks efficiently.