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Customer Experience Manager

As the customer experience manager, you’ll manage the organization’s online presence by developing a strategy, producing good content, analyzing usage data, facilitating customer service and managing projects and campaigns.

Working Hours

9am to 5pm – Monday to Friday.

However, you may work longer hours, including evening and Saturday work, if working to a campaign deadline or on demand.

Location

Applicants should reside within areas below:

  1.  Ogba
  2.  Ikeja
  3.  Ojodu Berger

Job Requirements

  1.  Maintain a positive, empathetic and professional attitude toward customers at all times.
  2.  Respond promptly to customer inquiries and resolve customer complaints
  3.  Process orders, forms, applications, and requests.
  4.  Keep records of customer interactions, transactions, comments and complaints for training and review purposes.
  5.  Communicate and coordinate with colleagues as necessary.
  6.  Generate periodic reports on customer satisfaction and performance.
  7.  Ensure customer satisfaction and provide professional customer support.
  8.  Deliberate planning, strategy and goal setting
  9.  Development of brand awareness and online reputation
  10.  Develop creative and engaging social media strategies – content management (including website)
  11.  Cultivation of leads and sales – SEO (search engine optimization) and generation of inbound traffic
  12.  Manage the day-to-day handling of all social media channels such as LinkedIn, Facebook, Twitter, Pinterest, Instagram, Tiktok and YouTube, adapting content to suit different channels
  13.  Integrate all channels of marketing (social media, SEO, content marketing, email, print and digital marketing)
  14.  Oversee, plan and deliver content across different platforms using scheduling tools such as Sprinklr, Hootsuite, Asana and Olapic
  15.  Create engaging multimedia content
  16.  Develop, launch and manage new competitions and campaigns that promote the organization and brand
  17.  Form key relationships with influencers across the social media platforms
  18.  Undertake audience research and reputation management
  19.  Manage and facilitate social media communities by responding to social media posts and developing discussions
  20.  Monitor, track, analyze and report on performance on social media platforms using tools such as Google Analytics and Facebook insights
  21.  Research and evaluate the latest trends and techniques in order to find new and better ways of measuring social media activity
  22.  Analyze competitor activity
  23.  Recommend improvements to increase performance
  24.  Set targets to increase brand awareness and increase customer engagement
  25.  Manage a budget for social media activities
  26.  Encourage collaboration across teams and departments
  27.  Regularly liaise with clients via telephone, email, conference calls or face-to-face

Skills

  1.  A solid understanding of the use of a range of social media platforms, particularly in relation to advertising/branding and customers
  2.  Strong copywriting and editing skills suitable for each platform, from knowing how to write a successful tweet to using effective storytelling techniques
  3.  Knowledge and understanding of algorithms and search engine optimisation
  4.  Creative skills for contributing new and innovative ideas
  5.  Strong communication and people skills for articulating ideas to colleagues and clients
  6.  Leadership qualities to lead and motivate a team
  7.  Excellent team working, collaboration and networking skills
  8. organizational skills, with the capacity to prioritize and work across multiple projects
  9.  Project and campaign management skills
  10.  The ability to work well under pressure in order to meet deadlines
  11.  Skills in data analysis and interpreting statistics
  12.  Online community management and customer service skills to strike the balance between publicity and stimulating direct discussion with potential and actual customers
  13.  An eye for detail and the ability to work accurately
  14.  Motivation and commitment

Qualifications

There are no set qualifications for this opening, it’s open to one from any discipline, but the following subjects can be particularly helpful:

  1.  A self starter who can be optimally productive with little supervision
  2.  Advertising
  3.  Business management
  4.  Journalism
  5.  Marketing (particularly digital marketing)
  6.  Media and communications
  7.  Public relations.
  8.  An innovator who can bring fresh ideas which will contribute to the success of the Team
  9.  A minimum qualification of O’Level and relevant certifications
  10.  Membership with relevant organizations
  11.  A customer centric approach to tasks
  12.  Fluency in English and a major language spoken in Nigeria
  13.  Excellent people management and interpersonal relationship skills
  14.  Ability to manage complexities and handle pressure
  15.  A tech enthusiast who is adept at using MS Office and other relevant applications.

What we can offer you?

  1. Competitive salary
  2. Flexible working structure
  3. Opportunity to grow in a fast paced environment
  4. Learning and development opportunities
  5. Autonomy to showcase your best version and ideas

Kindly fill in your accurate details below and upload your resume!



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