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Location: Gombe
Employment Type: Full-Tim

HBM Nigeria Plc, formerly known as Lafarge Africa Plc, is a leading Nigerian building solutions company and a member of Huaxin Building Materials Group, a globally recognised manufacturer of construction materials founded in 1907 and headquartered in Wuhan, China.

Listed on the Nigerian Exchange Limited (NGX), HBM Nigeria Plc actively contributes to Nigeria’s urbanisation and economic growth through the provision of building and construction solutions.

The company is recruiting to fill the position of Customer Relationship Manager.

Job Description

The Customer Relationship Manager will drive customer satisfaction, retention and loyalty across HBM Nigeria Plc’s distributor and end-customer base. The role involves managing customer complaints, requests and enquiries from initiation to resolution while building structured relationships that strengthen the company’s connection with its market.

The successful candidate will leverage digital tools, artificial intelligence (AI) and data analytics to measure customer experience, automate routine service activities, generate actionable insights and transform customer complaints into service improvements and commercial opportunities.

Key Responsibilities

Complaint, Request and Enquiry Management

Take ownership of the company’s response to key customer issues, ensuring every complaint, request and enquiry is logged, tracked and resolved within agreed Service Level Agreements (SLAs).
Maintain customer confidence through consistent, timely complaint resolution and proactive communication on the status of outstanding issues.
Ensure feedback on complaints escalated to Logistics, Plants and other departments is obtained, communicated to customers and resolved within agreed SLAs.
Drive the implementation of the company’s strategic approach to complaint handling and information dissemination.
Oversee the handling and resolution of all company complaints, requests and enquiries across the assigned customer portfolio.
Collaborate with Sales, Logistics, Plants, Finance and IT teams to resolve customer issues within agreed service levels.

Customer Relationship and Engagement

Manage customer relationship activities across the assigned region, serving as the senior point of contact for customers within the company.
Design and implement customer engagement and satisfaction programmes, including scheduled monthly relationship-building activities.
Provide customer feedback and market insights to management to support timely commercial decision-making.

Reporting and Customer Insight

Track and report key customer experience performance indicators, including Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), Average Handling Time (AHT) and SLA compliance.
Apply customer data analytics and predictive insights to identify behavioural trends, customer churn risks and lifetime value drivers.
Translate customer data and findings into actionable management recommendations.
Prepare clear, accurate and decision-ready reports for Customer Experience (CX) leadership.
Balance responsiveness to high-volume customer enquiries with data accuracy and compliance with service-level requirements.
Adopt AI and automation tools while maintaining the personal, relationship-led service expected by HBM Nigeria’s customers.

Qualifications and Experience

Bachelor’s Degree or Higher National Diploma (HND) in any discipline.
Minimum of four years’ hands-on experience in Customer Service or Contact Centre operations.
At least one year of direct people-management or supervisory experience.
Hands-on experience using Customer Relationship Management (CRM) platforms such as Salesforce.
Proficiency in productivity tools, including Microsoft Office and Google Workspace.
Sound understanding of customer service and contact centre performance metrics, including CSAT, NPS, FCR, AHT and SLA compliance.
Proven ability to build and maintain strong cross-functional relationships and align team performance with wider business objectives.
Strong interpersonal, written and verbal communication skills, with demonstrated active listening and empathetic customer resolution.
Experience driving process improvements, adopting modern workflows and resolving complex customer service challenges.
In-depth knowledge of customer service policies and practices, with strong organisational and planning abilities.

Required Skills and Competencies

Customer Data Analytics and Insight: Ability to use CRM metrics, data visualisation and predictive analytics to monitor customer behaviour, churn risks, retention and lifetime value.
Process Automation: Ability to apply automation tools and workflow integrations, including automated email triggers and self-service portals, to improve service delivery and reduce routine administrative tasks.
Critical Thinking and Problem-Solving: Ability to analyse service bottlenecks, identify the causes of customer dissatisfaction and develop sustainable solutions.
Strategic Planning and Organisation: Ability to prioritise high-value accounts, manage complex customer portfolios and structure effective customer onboarding and lifecycle journeys.
Communication Skills: Ability to communicate complex information clearly through written reports, executive presentations and multiple customer communication channels.
Reporting and Performance Management: Ability to translate customer relationship data into actionable reports, monitor key performance indicators and present insights to management.
Data-Driven Decision-Making: Ability to combine quantitative customer data with qualitative feedback to make timely and effective operational decisions.
Conflict Resolution and De-escalation: Ability to manage sensitive customer escalations with diplomacy, empathy and effective resolution strategies.
End-to-End Ownership: Ability to take responsibility for customer satisfaction, portfolio retention and operational excellence.
Integrity and Professional Ethics: Commitment to transparency, data confidentiality and ethical conduct in all customer interactions.
Dependability and Execution: Ability to deliver consistent, high-quality service that builds and sustains customer trust.
Deadline Orientation: Ability to maintain accuracy and meet deadlines in a fast-paced service environment.
Accountability: Willingness to take responsibility for performance outcomes, commitments and customer retention targets.

How to Apply

Interested and qualified candidates should apply online through the application link below:

Click here to apply online

Application Closing Date

Not Specified.