Customer Relationship Facility Manager — Join a High-Impact Team in Nigeria

Overview

Responsibilities

• Core Responsibilities
• Customer Relationship Management:
• Serve as the primary point of contact for all client interactions on-site at our premier event center.
• Ensure a consistent, high-quality customer experience aligned with IFS standards and best practices.
• Capture client requirements and translate them into actionable service delivery plans for optimal satisfaction.
• Manage feedback loops effectively to ensure timely resolution of issues and enhance client relations.
• Act as the brand ambassador for IFS, positioning us as the preferred provider for each client and every patron of the center.
• Facility Management & Service Delivery:
• Oversee daily facility operations, ensuring readiness and excellence at all times.
• Enforce IFS quality standards across cleaning, maintenance, and overall ambience.
• Conduct routine inspections and compliance checks to uphold service excellence.
• Coordinate with vendors and internal teams to ensure seamless event execution and operational efficiency.
• Revenue Optimization:
• Identify opportunities for cross-selling and upselling of IFS services to maximize revenue potential.
• Support the conversion of client needs into billable services, enhancing profitability.
• Drive client retention and lifetime value growth through exceptional service and relationship management.
• Maintain visibility on revenue opportunities and performance metrics to track success.
• Reporting & Continuous Improvement:
• Maintain structured records of operations, client interactions, and revenue-generating activities.
• Provide periodic reports on KPIs: service quality, client satisfaction, and revenue growth.
• Support the implementation of process improvements and standardization initiatives to enhance operational efficiency.
• Requirements
• Bachelor’s Degree in a relevant discipline.
• 3–5 years of experience in facility management, hospitality, or client-facing roles.
• Strong understanding of service delivery systems and effective client management.
• Demonstrated ability to support revenue growth initiatives and customer engagement.
• Excellent communication and stakeholder management skills.
• What We Expect:
• You think like a revenue owner, not just an operator.
• You are confident dealing with high-profile, high-expectation clients.
• You can sell without sounding like you’re selling, focusing on value.
• You have strong instincts for quality, detail, and presentation.
• You take full ownership — if it happens on-site, it’s on you.
• Your Background:
• 3–5+ years in hospitality, events, facility management, or client service roles.
• Proven ability to upsell, cross-sell, or grow client accounts effectively.
• Strong presence, communication, and problem-solving abilities.
• This is not a routine operations role; it demands a commercially sharp operator who understands that every client interaction is an opportunity to drive revenue, strengthen relationships, and elevate experience.
• We are hiring a Customer Relationship Facility Manager to take full ownership of a high-end event center, ensuring flawless execution while actively growing wallet share per client.
• What You Will Own:
• Be the face of the business on-site — managing high-value client relationships from start to finish.
• Deliver a flawless, premium experience across every event, enhancing client satisfaction.
• Spot and close upsell and cross-sell opportunities (before, during, and after events) to maximize revenue.
• Drive repeat business and client retention through exceptional service delivery.
• Oversee facility readiness — ambience, cleanliness, and functionality must be non-negotiable.
• Act swiftly on issues — no excuses, only solutions.
• Why This Role Matters:
• This role directly impacts client satisfaction, brand perception, and revenue growth.
• If you perform well, you will be visible, valued, and rewarded for your contributions.

Requirements

• Bachelor’s Degree in a relevant field.
• 3–5 years of experience in facility management, hospitality, or client-facing roles.
• Strong understanding of service delivery systems and client relationship management.
• Demonstrated ability to support revenue growth initiatives.
• Excellent communication and stakeholder engagement skills.
• What We Expect:
• You think like a revenue owner, not just an operator.
• You are confident in dealing with high-profile, high-expectation clients.
• You can sell without sounding overly sales-driven.
• You have strong instincts for quality, detail, and presentation.
• You take full ownership — if it happens on-site, it’s your responsibility.
• Your Background:
• 3–5+ years in hospitality, events, facility management, or client service roles.
• Proven ability to upsell, cross-sell, or grow client accounts.
• Strong presence, communication skills, and problem-solving ability.