CUSTOMER RELATIONSHIP FACILITY MANAGER

“Where Customer Service Excellence Meets Client Trust – Lead the Future of Facilities Management @ a Leading Event Centre in Lagos”

This is not a routine operations role.

This is for 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 centre, 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 end-to-end
• Deliver a flawless, premium experience across every event
• Spot and close upsell and cross-sell opportunities (before, during, and after events)
• Drive repeat business and client retention
• Oversee facility readiness — ambience, cleanliness, functionality must be non-negotiable
• Act fast on issues — no excuses, only solutions

Core Responsibilities

1. Customer Relationship Management

• Serve as the primary point of contact for all client interactions on-site
• Ensure consistent, high-quality customer experience aligned with IFS standards
• Capture client needs and translate them into actionable service delivery plans
• Manage feedback loops and ensure timely resolution of issues
• Be the brand ambassador for IFS positioning us as preferred provider to client and every patron of the centre

2. Facility Management & Service Delivery

• Oversee day-to-day facility operations, ensuring readiness at all times
• Enforce IFS quality standards across cleaning, maintenance, and ambience
• Conduct routine inspections and compliance checks
• Coordinate vendors and internal teams to ensure seamless execution

3. Revenue Optimization

• Identify opportunities for cross-selling and upselling of IFS services
• Support conversion of client needs into billable services
• Drive client retention and lifetime value growth
• Maintain visibility on revenue opportunities and performance metrics

4. Reporting & Continuous Improvement

• Maintain structured records of operations, client interactions, and revenue activities
• Provide periodic reports on KPIs: service quality, client satisfaction, and revenue growth
• Support implementation of process improvements and standardization initiatives

Requirements

• Bachelor’s degree in a relevant discipline
• 3–5 years’ experience in facility management, hospitality, in client-facing roles
• Strong understanding of service delivery systems and client management
• Demonstrated ability to support revenue growth initiatives
• 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
• 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 centre management, facility management,
• Proven ability to upsell, cross-sell, or grow accounts
• Strong presence, communication, and problem-solving ability

Why This Role Matters

This role directly impacts client satisfaction, brand perception, and revenue growth.

If you perform, you will be visible, valued, and rewarded.

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