Client Engagement & Marketing Communication Officer

Job Title: Client Engagement & Marketing Communications Officer

Location: Onsite (Ikota – Lekki/Ajah)

Salary: ₦200,000

---

Role Purpose

The Client Engagement & Marketing Communications Officer serves as the frontline representative and continuity layer for a growing travel business. This role is responsible for delivering a premium first-touch client experience while ensuring structured communication, strong CRM discipline, effective digital engagement, seamless onboarding workflows, and sustained client retention.

Operating within a system-driven, build-stage environment, this role bridges client engagement and marketing communications to ensure consistency across the entire client lifecycle.

---

Core Responsibilities

1. Client Onboarding & Frontline Communication

Manage all inbound inquiries across WhatsApp, email, social media, and phone channels.

Deliver timely, professional, and high-quality first-touch responses.

Qualify client inquiries before escalation to Travel Operations.

Coordinate and manage end-to-end onboarding workflows for new clients.

Collect and verify required client documentation.

Maintain a structured and consistent follow-up cadence.

Ensure accurate and up-to-date CRM records.

---

2. Travel Client Experience Support

Support Travel Operations with booking-related communications.

Manage confirmations, reminders, and routine client follow-ups.

Track visa documentation timelines and client submissions.

Handle service recovery and resolve client complaints professionally.

Ensure seamless handoffs between Frontline Engagement and Operations teams.

---

3. Client Retention & Relationship Management

Monitor client satisfaction and repeat engagement metrics.

Conduct structured post-trip follow-ups.

Proactively request referrals and client testimonials.

Maintain continuity and consistency across the full client lifecycle.

Uphold high client engagement and service standards.

---

4. CRM, Documentation & Financial Coordination

Maintain disciplined and accurate CRM records.

Prepare invoices using approved templates.

Track payments, confirmations, and booking documentation.

Identify and escalate discrepancies in a timely manner.

Maintain organized and traceable communication logs.

---

5. Marketing Communications & Digital Engagement

Manage social media inboxes and respond to engagements promptly.

Execute approved content publishing schedules.

Support digital campaigns and promotional messaging initiatives.

Perform basic website updates (content edits, product updates, announcements).

Track engagement metrics and provide performance insights.

Ensure brand consistency across all client-facing communications.

---

Required Capabilities & Working Style

Excellent verbal and written communication skills.

Highly organized, detail-oriented, and process-driven.

Strong CRM discipline with consistent follow-through.

Calm, solution-oriented, and able to perform under pressure.

Professional and polished client-facing presence.

Comfortable working within structured, sprint-based workflows.

Strong digital literacy (Google Workspace required; basic CMS knowledge preferred).

Commercial awareness with a strong sense of accountability.

---

Key Performance Indicators (KPIs)

Client response time and engagement quality

Client satisfaction ratings

Onboarding completion rate

CRM accuracy and follow-up compliance

Conflict resolution turnaround time

Referral and repeat client rate

Website updates and digital engagement consistency

Strong cross-functional collaboration

---

<