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Chemical and Allied Products (CAP)  company logo

Customer Experience ManagerChemical and Allied Products (CAP)

2 days0 Applicants
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job description - Customer Experience Manager

  • 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.
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About the company

We are the world’s largest paint producer). CAP Plc evolved from the world-renowned British multinational Imperial Chemical Industries Plc, which formalized its Nigeria operations in 1957

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