Area Customer Manager

Company Name: Emerald Business Support Services

Job Description:

The Area Customer Manager (ACM) is a critical leadership role within the commercial retail operations team. The ACM is responsible for overseeing a cluster of Account Managers (AMs) within a defined geographic area, ensuring strong customer relationship management, operational execution, and customer retention. This role combines strategic oversight with hands-on field engagement to drive customer satisfaction and revenue sustainability.

Key Responsibilities:

• Team Leadership & Development:
• Recruit, train, and manage a high-performing team of Account Managers (AMs), fostering a culture of accountability and excellence.
• Customer Retention Management:

Drive AM performance with a strong focus on ensuring 80%+ customer retention through effective engagement and value delivery.

• Performance Monitoring & Intervention:

Regularly review performance dashboards and field reports, identifying gaps and intervening promptly to address underperformance.Provide continuous coaching and on-the-ground leadership, ensuring AMs are well-equipped to handle customer interactions and problem-solving.Key Metric:

• Coaching & Operational Support:
• Customer Retention Rate:
• Aggregated number of retained
• Active + KYCed customers
• managed by the AMs reporting to the ACM.

Requirements:

• Bachelor’s degree in Business, Sales, Marketing, or a related field.
• Proven experience managing field sales or customer success teams.
• Strong understanding of customer lifecycle management and retention strategies.
• Excellent leadership, communication, and data-driven decision-making skills.
• Proficiency in using performance dashboards and reporting tools.

Experience:

• Minimum of 3–5 years in a sales or customer-facing leadership role, preferably in retail, FMCG, or tech-enabled distribution.
• Demonstrated success in managing distributed teams and driving customer engagement metrics.
• Experience in onboarding and coaching frontline staff in fast-paced environments.

Job Type: Permanent

Location: Oyo

Job Posted: 22nd May 2025