Customer/Marketing Manager

PFL is an international education consultancy with global presence in Asia, Africa, America, Australia, Dubai and Canada and the UK and operating in Nigeria since 1997. We represent the interest of several institutions in Australia, Canada, Dubai, New Zealand, USA and United Kingdom.

We are recruiting to fill the position below:

Job Position: Customer/Marketing Manager
Job Location: Lagos

Job Purpose

• Ensure excellent customer service is being provided across all the PFL offices while also ensuring the development and implementation of internationally acceptable customer service processes across board;
• To consistently and effectively connect PFL with its target audience using cost effective marketing platforms and tools and also to develop and implement winning and long lasting digital marketing strategies for PFL;

Reporting to:

• Group Business Development Manager/General Manager
• Core Working relationship
• CRM Officers, Student Counsellors, Virtual Counselling Team, Branch Managers, IDEAS In-House-Reps, Center Manager, Assistant General Manager, General Manager, Group Business Development Manager

Job Description
Customer Service:

• Provide help and advice to clients on the Company’s services;
• Develop and implement customer service procedures, policies and standards for the Company;
• Communicate courteously with clients by telephone, email, letters and face to face;
• Investigate and resolve customers' challenges, which may be complex or long-standing problems;
• Responsible for consistent after sales follow up with all PFL registered students to ensure client satisfaction;
• Ensure improved after sales service that leads to increased student referrals and revenue generation;
• Work with PFL staff to ensure delivery of high customer service standard across the offices;
• Responsible for developing and maintaining a database of client sponsors to send good wishes from the Company on special days;
• Handle complaints or any major incidents involving PFL clients in relation to service;
• Investigate refund requests before escalating to the General Manager;
• Keep accurate records of discussions or correspondence with every client;
• Analyze data gathered from the offices to determine the level of customer service PFL is providing across all offices;
• Render weekly customer services activity and monthly analysis reports to the General Manager and other Senior Managers as required;
• Responsible for maintaining the integrity of feedback or complaints data and procedures for management use with the opportunity to advice on reviews as required;
• Meet regularly with other managers to discuss possible improvements to the customer service culture of the Company;
• Ensure increase in the PFL Nigeria client base through referrals using excellent customer service as a marketing tool;
• Conduct PFL Mystery Shopper test to measure staff competence and integrity.
• Conduct client or market surveys in order to obtain information about the market.
• Any other duties required by management.

Marketing:

• Devising strategies to drive online traffic to the company website;
• Working with the Group Business Development Manager to manage digital marketing campaigns;
• Utilizing a range of techniques including paid search, SEO and PPC;
• Overseeing the social media strategy for the company;
• Evaluating customer research, market conditions and competitor data;
• Review new technologies and keep the company at the forefront of developments in digital marketing;
• Responsible for updating the PFL website pages for Nigeria and Ghana;
• Responsible for preparing content/articles for the website and social media campaigns;
• Co-ordinate event marketing, liaising with the appropriate offices on major event marketing budgeting and spending;
• Being an on-the-ground mover and fixer of students to partner stands at all PFL events;
• Ensure allocated targets are achieved and growth sustainability;
• Overseeing the social media strategy for the company;
• Managing online product/service campaigns to raise awareness;
• Managing partner funded events in Nigeria and Ghana;
• Responsible for planning and budgetary control of all digital marketing campaigns;
• Evaluating customer research, market conditions and competitor data;
• Review new technologies and keep the company at the forefront of developments in digital marketing.
• Prepare and submit weekly/monthly activity report to the Line Manager;
• Any other duties assigned.

Experience and Qualifications

• Undergraduate Degree or able to demonstrate the level of key skills required at degree level – essential
• Minimum of 3 years work experience in a customer service/ marketing role – essential
• Industry experience - desirable
• Significant experience of staff management - essential
• Marketing experience – essential.

Skills and Qualities:

• Posses strong people skills
• Excellent oral and written communication skills
• Ability to discuss and handle strategic and sensitive issues
• Working knowledge of marketing principles
• Polite, tactful and friendly attitude
• Excellent organisational and time management skills
• Sound report writing and analytical skills
• Proficient in the use of Microsoft Office suite
• Detail oriented with the ability to multitask.