Company Description
SEA-FAJ Consults Limited is a multinational recruitment and outsourcing agency operating in both the UK and Nigeria. We provide end-to-end talent solutions to organizations and support students in accessing global study opportunities.
Role Overview
We are recruiting on behalf of our client for an experienced and strategic Group CRM Manager to build and lead the Customer Relationship Management function across all brands and business units. The role combines data-driven CRM expertise, hospitality experience, and leadership skills to enhance guest satisfaction, drive repeat business, strengthen brand loyalty, and oversee the performance of all Customer Service Representatives across outlets.
Key Responsibilities
Department Development & Strategy
- Establish the Group CRM department, including policies, structures, and SOPs
- Design and implement a comprehensive guest engagement and experience strategy
- Define, document, and standardize CRM workflows, escalation procedures, and service recovery frameworks
Guest Experience & Loyalty Programs
- Develop and manage loyalty and rewards programs to increase repeat patronage
- Implement guest feedback systems to capture insights and measure satisfaction
- Ensure professional handling of complaints and service recovery
Data-Driven CRM Execution
- Utilize CRM tools and analytics to monitor guest preferences and satisfaction
- Partner with Marketing to develop personalized, data-driven engagement campaigns
- Maintain data integrity, confidentiality, and compliance with relevant standards
Training & Performance Management of Customer Service Teams
- Lead, train, and develop Customer Service Representatives across all brands
- Design and facilitate training modules on communication, problem-solving, and complaint resolution
- Set performance standards, track KPIs, conduct reviews, and implement coaching programs
- Foster a service-driven culture aligned with CRM and guest satisfaction goals
Cross-Functional Collaboration
- Collaborate with Operations, Marketing, IT, and HR for seamless CRM implementation
- Support operational teams with customer insights and service feedback
- Coordinate with HR on onboarding and training plans for customer-facing employees
Performance Monitoring & Reporting
- Define and report CRM KPIs including guest retention, NPS, service recovery, loyalty program engagement, and CSR performance
- Present actionable CRM performance reports monthly and quarterly
Requirements
Education & Qualifications
- Bachelor’s degree in Hospitality Management, Business Administration, Marketing, or related field
- Professional certifications in CRM, Customer Experience (CX), or related areas are a plus
Experience
- Minimum 5 years’ experience in CRM, Guest Relations, or Customer Experience leadership within the hospitality industry
- Proven experience managing multi-unit customer service teams
- Experience implementing CRM systems or loyalty programs from inception
Skills & Competencies
- Excellent communication, interpersonal, and presentation skills
- Proficiency in CRM software (Salesforce, Zoho, Opera Cloud, or equivalent)
- Analytical mindset with experience in customer data analysis and reporting
- High emotional intelligence, problem-solving, and leadership skills
- Ability to perform under pressure while maintaining professionalism
Core Attributes
- Strategic thinker with strong operational execution capability
- Passionate about elevating guest experience and service culture
- Highly organized, proactive, and disciplined
- Demonstrates confidentiality, accountability, and integrity
Benefits
- HMO (Health Maintenance Organization coverage)
- Daily Lunch
- Annual Leave
- Structured Daily Breaks
- Airtime Allowance, Official Work Phone, and Laptop
- Office Pool Vehicle for movement across outlets
Compensation
NGN 500,000 – NGN 700,000 Gross Monthly