Customer Experience Manager at Chemical and Allied Products – CAP Plc

Mission of the Job

• To strengthen CAP’s relationship with its core client groups – painters, interior designers, architects and building professionals such that our brands are the #1 brands recommended by these client groups.

Develop a Client Experience Strategy document within a month of joining. The document should outline the following:

• 2-year plan for winning with key client groups (painters, interior designers and architects).
• Setup of Paint Application as a service and how to leverage technology in setting up this service at CAP’s retail outlet (“uber type service”)
• Understand our key client groups, keep abreast of developments and changes with them, identify key opportunities to partner and boost relationship with these groups, and execute/coordinate the execution of initiatives that will position us to “win” with these groups.
• Obtain approval of this strategy document and plan from CAP management and board (if required)

Lead the execution of approved strategy

• Achieve revenue target of Nxxx from paint application service across retail outlets in 2024.
• Aligned plan enables a minimum of 500 building professionals to use our products in 2024 valued at XXX.
• Organize periodic engagement sessions including focus groups, market visits, trainings with key client groups.
• Position our brands as the most preferred and #1 recommended brand by painters and building professionals such as interior decorators, architects, quantity surveyors etc.
• Review CAP’s existing Painters Academy and propose changes to ensure it becomes the defacto training school and certification program for Painters in Nigeria.

Own and drive Painters Loyalty Scheme

• Critically assess current state, identify opportunities to improve and then drive the acceptance and success of the scheme.
• Sign up minimum of 2000 painters into the scheme 6 months post – launch.
• Achieve N2b revenue via this scheme.

Competencies of the Job

• Problem solving skills.
• Creative skills
• Deep analytical skills (we are not looking for theory – all initiatives must be backed up by strong commercial justification)
• Project management skills
• Innovation and tech-savviness
• Leadership skills – she will drive all the identified initiatives, obtain management buy-in and get all required support from across the organization for her identified initiatives.
• Effective listening skills – ability to pick out insights from listening to target audience and link solutions/recommendations to these insights.
• Excellent interpersonal skills and ability to engage people and create relationships across all social status groups.
• Persistent – ability to keep going and tenaciously ensures task are completed.
• Proven ability to execute – speedily and with excellence.