Marketing/ Customer Care Officer

Job description

Job Purpose
The Marketing/Customer Care Officer reports to the Operations Director and plays a key role in promoting Horizon Properties’ image and strengthening relationships with customers and external stakeholders. The Officer will ensure that service delivery meets set standards, support marketing initiatives, and contribute to the implementation of customer-focused and brand-aligned strategies. The role also includes managing corporate communications and participating in Corporate Social Responsibility (CSR) programs.

Key responsibilities

Customer Care functions
1. Customer Service Policy Implementation: Ensure that the company’s customer service policy is upheld and implemented effectively in all areas of client interaction.
2. Product Knowledge: Acquire a thorough understanding of Horizon Properties’ products, services, and internal processes to provide accurate and effective customer support.
3. Frontline Customer Support: Assist customers who may be unsure of procedures or in need of guidance, ensuring they receive timely and relevant support.
4. Proactive Relationship Management: Manage and nurture customer relationships with a view to enhancing satisfaction, resolving complaints, and building loyalty.
5. Client Engagement: Facilitate positive relationships with customers through friendly and professional communication (calls, emails, group messages), reinforcing mutual expectations and performance goals.
6. Corporate Image Management: Help safeguard the company’s image by addressing negative feedback on social and traditional media platforms, in line with the media policy and legal guidelines.
7. Partnership Support: Contribute to the management of corporate partnerships (e.g., MOUs) by following up on agreed deliverables and ensuring mutual value is achieved.
8. Sales Strategy Participation: Support the team by contributing to strategic planning sessions aimed at improving sales and overall team performance.

Marketing Functions
1. Brand visibility & Promotion: Assist in the development and rollout of marketing initiatives that enhance the public perception and visibility of the company.
2. Marketing Content & Communication: Support the preparation of promotional materials, social media content, newsletters, and email campaigns aligned with the brand voice.
3. Event & Campaign Coordination: Take part in organizing and executing marketing events, exhibitions, and client engagement activities that increase brand exposure.
4. Market Intelligence: Provide insights gathered from customer interactions to inform market research, content strategies, and decision-making processes.
5. Digital Marketing Support: Collaborate with the Media team to support website content updates and manage online listings.
6. Lead Generation: Assist in implementing strategies for acquiring and nurturing leads through digital platforms, client referrals, and targeted outreach.
7. Marketing Performance Tracking: Contribute to monitoring and evaluating the effectiveness of marketing campaigns and support adjustments where needed to maximize results.
8. Brand Consistency Assurance: Ensure that all external communications and visual materials are aligned with the company’s branding guidelines across platforms.

Qualifications
1. Diploma/ Bachelor’s degree in Marketing, Business Administration, Communications, Public Relations, or a related field.
Experience
1. Minimum of 2–3 years of experience in a marketing, customer service, or client-facing role, preferably in the real estate or property development sector.
2. Proven experience in coordinating campaigns, social media engagement, and CRM tools.
3. Demonstrated ability to manage multiple client accounts, inquiries, and feedback channels effectively.

Behavioral traits
1. Customer-Oriented: Genuinely passionate about delivering excellent service and exceeding client expectations
2. Effective Communicator: Excellent verbal and written communication skills, with the ability to convey information clearly and professionally.
3. Team Player: Collaborative, respectful, and supportive of colleagues, with the ability to contribute positively to team dynamics.
4. Problem-Solver: Capable of handling client issues calmly and effectively, seeking practical resolutions.

Qualified candidates are invited to submit their updated CVs to kenny@thehorizonproperties.com by 9th May 2025. Please note that only shortlisted applicants will be contacted.