Marketing and Customer Relations

Job description

Position Title

Marketing and Customer Relations

Department

Sales and Marketing / Customer Relations

Reports To

General Manager / Managing Director

Job Purpose

The Marketing and Customer Relations Manager is responsible for developing and implementing marketing strategies, strengthening the company’s brand presence, maintaining positive customer relationships, and driving business growth through effective customer engagement and promotional activities. The role ensures high levels of customer satisfaction while supporting revenue generation and company objectives.

Key Responsibilities

Marketing Responsibilities

• Develop and implement marketing strategies to promote the company’s products and services.
• Plan and coordinate advertising, promotional campaigns, and marketing activities.
• Manage the company’s social media platforms, website content, and digital marketing initiatives.
• Conduct market research to identify customer needs, market trends, and business opportunities.
• Develop marketing materials including brochures, flyers, presentations, and promotional content.
• Build and maintain relationships with clients, suppliers, media partners, and stakeholders.
• Monitor competitor activities and recommend strategies to maintain competitiveness.
• Organize and coordinate company events, exhibitions, and promotional activities.
• Prepare marketing reports and provide recommendations to management.
• Support sales initiatives and assist in achieving company revenue targets.

Customer Relations Responsibilities

• Ensure excellent customer service standards are maintained throughout the organization.
• Handle customer inquiries, complaints, and feedback professionally and efficiently.
• Develop and implement customer retention and satisfaction strategies.
• Build strong relationships with customers to encourage repeat business and loyalty.
• Monitor customer satisfaction levels and recommend service improvements.
• Coordinate with departments to resolve customer-related issues promptly.
• Maintain customer records and communication databases.
• Train staff on customer service standards and professional conduct.
• Ensure all customer interactions reflect the company’s values and image.

Administrative and Operational Responsibilities

• Prepare departmental budgets and monitor marketing expenditures.
• Ensure compliance with company policies and branding standards.
• Supervise and support marketing and customer service staff where applicable.
• Prepare monthly performance and customer service reports.
• Assist management in developing strategic business growth plans.
• Perform any other duties assigned by management.

Qualifications and Requirements

• Grade 12 Certificate.
• Diploma or Degree in Marketing, Business Administration, Public Relations, or related field.
• Minimum of 3–5 years’ experience in marketing, customer relations, or business development.
• Strong knowledge of marketing principles and customer service practices.
• Experience in digital marketing and social media management is an added advantage.
• Excellent communication and interpersonal skills.
• Strong leadership and organizational abilities.
• Ability to work under pressure and meet targets.
• Proficiency in Microsoft Office and marketing tools/software.

Key Skills and Competencies

• Leadership and team management
• Communication and presentation skills
• Customer service orientation
• Problem-solving and conflict resolution
• Strategic thinking
• Sales and negotiation skills
• Creativity and innovation
• Time management and organization
• Relationship management
• Analytical and reporting skills