About the role
Customer Relationship ManagementDevelop and implement CRM strategies to strengthen client relationships across all product lines (e.g., limestone, phosphate, gold, silica sand, etc.)Oversee the full customer lifecycle — from acquisition and onboarding to retention and developmentServe as the primary escalation point for key account issues and major client complaintsBuild trusted, long-term relationships with strategic accounts including industrial buyers, exporters, and government entitiesTeam LeadershipLead, mentor, and manage a team of CRM officers and account managersSet KPIs, conduct performance reviews, and drive team development plansFoster a customer-first culture within the sectionData & Systems ManagementOversee the implementation and optimization of the CRM system (e.g., Salesforce, SAP CRM, or Microsoft Dynamics)Ensure accurate and timely data entry, reporting, and customer database hygieneGenerate analytical reports on customer satisfaction, sales trends, and account performance for senior managementCross-functional CollaborationCoordinate closely with Sales, Logistics, Finance, and Operations to ensure seamless order fulfillment and service deliveryCollaborate with the marketing team on customer engagement campaigns and product launchesLiaise with the export department on international client requirements and complianceCommercial & Market IntelligenceMonitor market trends, competitor activity, and customer feedback to inform strategic decisionsIdentify upselling and cross-selling opportunities within the existing client portfolioSupport contract negotiations and renewals for key accounts
Bachelor's degree in Business Administration, Marketing, Commerce, or a related fieldMinimum 7–10 years of experience in sales, account management, or CRMAt least 3–5 years in a supervisory or managerial roleExperience in the mining, quarrying, construction materials, or heavy industry sector is highly preferred
