Head, Business Development & Customer Relations at Orange Printing & Publishing Company Limited

Business Development

Lagos

• Brainstorms with the business development team to create new business strategies
• Identifies sales and services that would appeal to old and new clients
• Finds and follows new sales leads
• Develops ways to improve the customer experience and build brand loyalty
• Researches the printing market and industry trends
• Develops customer satisfaction goals and coordinate with the team to meet them on a steady basis
• Assesses printing materials and services statistics and prepares detailed reports on findings
• Stays informed on the latest industry techniques and methods
• Prepares annual budget for the department and tracks expenses relating to the budget

Generation of New Sales Leads:

• Generates sales leads, building sustainable relationships with clients
• Arranges business meetings and one-on-one conversations with prospective clients
• Reports back to the management on sales leads results
• Prepares sales contracts; following company rules and guidelines
• Attends networking events

Client Management:

• Negotiates sales contracts with clients
• Builds trust and long-term relationships with clients/customers
• Develops ways to improve the customer experience and build brand loyalty
• Responds to customer service issues in a timely manner
• Creates effective customer service procedures, policies, and standards
• Achieves client’s expectations and satisfaction
• Manages clients accounts and database
• Handles customers/clients issues and complaints
• Develops customer satisfaction goals and coordinates with the team to meet them on a steady basis
• Implements effective customer loyalty programs
• Delivers a comprehensive service to enquiring customers
• Delegates certain customer enquiries to specific teams
• Manages a large number of incoming customers ‘calls and emails

Management of Business Development and Customer Service Team:

• Supervises day-to-day operations in the customer service department
• Motivates team members to exceed expected goals
• Hires and trains new customer service executives
• Manages the approved budget of the customer service department

Documentation of Sales and Clients Records:

• Manages records of sales, revenue, and other important data
• Maintains accurate records and document all customer service activities and discussions
• Keeps a record of customer interaction and details of actions taken

Education:

• Bachelor’s degree in Business Administration, Printing or Technology or relations fields

Experience:

• A minimum of 5 years’ proven experience as a Business Dev./Customer Service Manager in a printing Industry
• Proficiency in Microsoft Office and customer service software
• A thorough knowledge of printing products and service

Knowledge, Skills and Competency Requirements:

• Excellent verbal and written communication skills
• Self-motivated and self-directed
• Goal-oriented, organized team player
• Ability to mentor and lead team and staff
• Eager to expand the company with new sales, clients, and territories
• Proven sales results
• Computer literacy
• Good understanding of management practices and techniques
• Excellent leadership and interpersonal skills
• Able to analyze data and sales statistics and translate results into better solutions

Key Performance Indicators:

• 50% New Contracts Signed Quarterly
• Engaged Qualified Leads in Sales(20 Qualified Leads Quarterly)
• 90% Old Customers Retained
• Net Promoter Score(10% New Clients by Recommendations)
• 20% Cost of Sales Follow Up
• 20% Time Spent on Sales Follow Up
• 90% Accuracy of sales report
• 50% Gross Profit Margin from Sales
• 80% Growth in the Company Revenue
• Average receipt Resolution Time
• Business Knowledge Assessment
• 50% Staff Turnover

01 Mar, 2021

23 Feb, 2021