HBM Nigeria Plc is inviting applications from qualified and experienced professionals for the position of Customer Relationship Manager at its facility in Ashaka, Gombe State, Nigeria.
The successful candidate will be responsible for improving customer satisfaction, retention and loyalty across the company’s distributor and end-customer base. The role involves managing customer complaints, requests and enquiries, developing strong customer relationships and ensuring that customer issues are resolved within agreed service level agreements (SLAs).
Also see: HBM Nigeria Plc Salary Structure 2026: Salaries, Ranks & Allowances
Quick Summary of Customer Relationship Manager Job at HBM Nigeria Plc, Ashaka
| Employer | HBM Nigeria Plc |
| Job Category | Jobs |
| Job Type | Full-time |
| Job title | Customer Relationship Manager |
| Location | Ashaka, Gombe State |
| Salary: | Attractive |
| Job Experience | 4 years |
| Application Deadline | Not stated |
Job Description
The Customer Relationship Manager will be responsible for growing customer satisfaction, retention and loyalty across HBM Nigeria Plc’s distributor and end-customer network.
The position involves taking ownership of customer complaints, requests and enquiries from the initial point of contact through to resolution. The successful candidate will ensure that customer concerns are properly recorded, monitored and addressed within agreed service timelines.
The role also requires building structured customer relationships, implementing customer engagement programmes and providing management with relevant feedback to support commercial decision-making.
Key Responsibilities
The major duties and responsibilities of the Customer Relationship Manager at HBM Nigeria Plc include the following:
1. Complaint, Request and Enquiry Management
- Take ownership of the company’s response to important customer issues, ensuring that every complaint, request and enquiry is properly logged, tracked and resolved within agreed Service Level Agreements (SLAs).
- Maintain customer confidence and satisfaction through timely complaint resolution and regular communication regarding the status of outstanding issues.
- Ensure that feedback on complaints escalated to Logistics, Plant Operations and other departments is obtained, communicated to customers and closed within the agreed service timelines.
- Drive the implementation of the company’s strategic approach to complaint handling and customer information dissemination.
- Take accountability for managing and resolving customer complaints, requests and enquiries across the assigned customer portfolio.
- Work closely with Sales, Logistics, Plants, Finance and IT departments to ensure that customer issues are resolved effectively and within agreed service levels.
2. Customer Relationship and Engagement
- Manage customer relationship activities across the assigned region, serving as the senior point of contact for customers within the company.
- Develop and implement customer engagement and satisfaction programmes.
- Organise scheduled monthly activities aimed at strengthening customer relationships and improving customer loyalty.
- Gather and communicate customer feedback to management to support timely and informed commercial decisions.
- Maintain strong relationships with distributors and end customers to understand their needs and improve their overall experience with the company.
3. Reporting and Customer Experience Insights
- Monitor 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 customer behaviour trends, potential customer churn risks and factors influencing customer lifetime value.
- Translate customer data and feedback into practical recommendations for management.
- Prepare clear and actionable reports for Customer Experience (CX) leadership.
- Balance the management of high volumes of customer enquiries with the need for accurate data recording and compliance with service standards.
- Adopt artificial intelligence and automation tools to improve service delivery while maintaining the personalised customer service expected by HBM Nigeria’s customers.
Requirements and Qualifications
Interested candidates are expected to meet the following requirements:
- A minimum of four (4) years of hands-on experience in Customer Service or Contact Centre operations.
- At least one (1) year of direct people-management or supervisory experience.
- Bachelor’s Degree or Higher National Diploma (HND) in any field.
- Practical experience using Customer Relationship Management (CRM) platforms such as Salesforce.
- Good knowledge of 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.
- Ability to use customer service performance indicators to improve operational efficiency and customer satisfaction.
- Proven ability to develop and maintain strong working relationships across different departments.
- Strong interpersonal, written and verbal communication skills.
- Excellent active listening and customer complaint resolution abilities.
- Forward-thinking mindset with experience driving process improvements and adopting modern service delivery workflows.
- Good understanding of customer service policies, procedures and best practices.
- Strong organisational, planning and problem-solving skills.
How to Apply for Customer Relationship Manager at HBM Nigeria Plc
Interested and qualified candidates should submit their applications online through the official HBM Nigeria Plc recruitment portal.
Follow the steps below to apply:
- Visit the official HBM Nigeria Plc recruitment portal using the application link below.
- Locate the Customer Relationship Manager vacancy.
- Read the job description and requirements carefully.
- Prepare an updated CV highlighting your customer service, contact centre, CRM and supervisory experience.
- Complete the online application process and submit your details as instructed.
Official Application Link:
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