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Relationship Manager

1 month ago

Lagos, Lagos, Nigeria Nigeria Inter-Bank Settlement System Plc - NIBSS Full time

Job Summary: The Customer Relationship Manager will be responsible for onboarding and managing relationships with NIBSS customers, monitoring business prospects, and promoting the sales and adoption of NIBSS products.

The ideal candidate will have a minimum of 8 years of post-graduate work experience in a related field, a Bachelor's degree in a relevant discipline, and relevant professional certifications. They will possess strong customer relationship management skills, awareness of customers' needs, selling skills, and a deep understanding of NIBSS products.

Key Responsibilities:

  • Research market opportunities to enhance effective prospecting and sales.
  • Monitor and analyze customer performance and trends in comparison to budget.
  • Develop and implement customer call plans and marketing strategies.
  • Ensure customers receive the full benefits of NIBSS products and services.
  • Obtain product performance feedback from customers and channel it to the Product Management Department and Operations team.
  • Set business objectives with customers and identify measures to increase their value.
  • Follow up on commercial objectives, billing, and collection.
  • Manage a database of customer interactions, engagement, and performance matrix.
  • Support customers in implementing projects or accepting new products or features.
  • Prepare information memos and approvals for customers and review service SLA.
  • Analyze and document customer requests, incidents, and problems.
  • Support the facilitation of NIBSS product training sessions across assigned banks' locations.

Key Performance Indicators:

  • Customer survey in conjunction with internal communication.
  • Accurate performance vs budget analysis.
  • % Customer call plans implemented.
  • % Marketing strategy implemented.
  • Percentage increment in transaction counts.
  • Percentage increment in transaction income.
  • Percentage increment in market share.
  • No of account receivables.
  • No of audit and regulatory exceptions.

Functional Skills and Competencies:

  • Customer relationship management skills.
  • Awareness of customers' needs.
  • Selling skills.
  • NIBSS products awareness and deep understanding.
  • Goal orientation.
  • Strong attention to task execution.
  • Interpersonal skills.
  • Good professional judgment.