Customer Relationship Manager Job at Zino Aviation

Zino Aviation is a Pilot Training, Aviation Management & Consultancy firm offering a wide range of services such as advisory, consultancy, courses, flight training and career management services for aspiring pilots. We provide the necessary tools and expertise to help aspiring pilots go from zero knowledge about flying, to sitting in the cockpit flying for a top airline. We also provide management and logistic services for governments, airlines, and organisations seeking to train pilots.

We are recruiting to fill the position below:

Job Position: Customer Relationship Manager

Job Location: Victoria Island, Lagos
Employment Type: Full- time
Work Schedule: Monday to Friday( 08:00AM to 16:00PM)

Job Summary

• We are looking for a Customer Relationship Manager (CRM) to enhance client satisfaction, strengthen relationships, and ensure a smooth customer experience.
• This role involves building and maintaining strong client connections, improving engagement, and optimizing the customer journey.
• The ideal candidate should excel in conflict resolution and de-escalation, effectively addressing customer concerns while fostering positive relationships.
• You should be a people-oriented professional who thrives on meaningful interactions, understands client needs, and drives loyalty through outstanding service.
• In addition to managing customer relationships, this role will contribute to business development, operational efficiency, and strategic initiatives, playing a vital role in Zino Aviation’s growth.
• As part of a dynamic environment, the Customer Relationship Manager should be adaptable, proactive, and comfortable taking on and handling diverse responsibilities in a fast-growing start-u

Key Responsibilites

• Develop and nurture strong, long-term relationships with new and existing clients, ensuring customer satisfaction and loyalty.
• Act as the main point of contact for customer inquiries, concerns, and feedback, providing timely and professional support.
• Implement customer loyalty programs and engagement initiatives to improve retention and enhance the client experience.
• Work closely with the Sales and Marketing teams to create a seamless customer journey, aligning strategies for engagement and retention.
• Identify opportunities for upselling and cross-selling, maximizing client value and revenue generation.
• Regularly follow up with clients to ensure satisfaction, address concerns, and identify areas for service improvement.
• Oversee the client onboarding process, ensuring a seamless transition into Zino Aviation’s services and maintaining a high level of client engagement.
• Provide expert guidance and support to clients regarding aviation training programs and other service offerings.
• Maintain accurate and up-to-date client records using CRM software (Zoho CRM, HubSpot, Salesforce), tracking customer data and satisfaction metrics.
• Analyze customer feedback and engagement reports, providing insights to refine customer service strategies and contribute to company growth initiatives.

Preferred Skills and Qualifications

• Minimum of 3 years of experience in customer relations, account management, or client servicing.
• Background in aviation, education, or service-oriented industries (preferred but not mandatory).
• Experience handling high-value corporate and individual clients.
• Proficiency in CRM tools (Zoho CRM, Salesforce, HubSpot) for managing client interactions.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to analyze customer feedback and data to improve services.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and Google Workspace.
• A true “people person” with a natural ability to connect, engage, and build trust.
• Strong conflict resolution and de-escalation skills to effectively manage customer concerns and maintain positive relationships.
• Exceptional communication and active listening skills, ensuring clients feel valued.
• Strong emotional intelligence, with the ability to handle complex customer interactions with empathy.
• Proactive and adaptable mindset, willing to take on additional responsibilities beyond customer relations.
• Time management and organizational skills, ensuring smooth client interactions and follow-ups.

Benefits

• Competitive salary with performance-based incentives and bonuses.
• Opportunity to be part of a fast-growing company with an ambitious expansion strategy.
• Access to global industry networking opportunities and training programs.
• Career growth potential into senior leadership roles.
• Flexible, innovative, and dynamic work environment.
• Mentorship and training from experienced professionals and our CEO, Captain Zino Mario.