Customer Experience and Marketing Manager
Company: Kella Hospitality Solutions
Location: [Nigeria / Remote / Hybrid/ Full-Time]
Start Date: Immediate
Reports To: Managing Director / CEO
Position Overview:
We seek a Customer Experience and Marketing Manager who is passionate about hospitality, eager to learn, and driven to help businesses grow. This role involves generating leads, nurturing client relationships, providing marketing support, and consulting on service improvement. Previous experience is welcome—but a strong willingness to learn, follow through, and adapt quickly is just as valuable.
Key Responsibilities:
🔹 Lead Generation & Client Engagement
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- Identify and reach out to potential hospitality clients (hotels, rentals, restaurants).
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- Conduct client follow-ups and maintain relationships through calls, emails, and meetings.
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- Onboard new clients and manage communication to ensure satisfaction and service alignment.
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- Maintain CRM records and follow up on leads and inquiries in a timely manner.
🔹 Customer Experience Strategy
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- Work with clients to understand and improve their customer service models.
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- Assist in developing SOPs, staff training guides, and service quality improvements.
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- Collect feedback, audit service standards, and suggest actionable improvements.
🔹 Marketing Support
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- Contribute to planning and executing client campaigns across social media, email, and web.
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- Help manage content creation (blog posts, flyers, presentations).
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- Support SEO, online reputation, and branding initiatives for hospitality businesses.
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- Track campaign performance and assist with reporting.
Requirements:
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- Bachelor’s degree or equivalent experience in hospitality, marketing, or customer service (optional for those willing to learn).
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- Strong communication and interpersonal skills.
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- Comfortable speaking with clients and building relationships.
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- Tech-savvy with a basic understanding of digital marketing or willingness to be trained.
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- Highly organized, self-motivated, and eager to learn.
Bonus Skills (Nice to Have):
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- Knowledge of hospitality industry trends.
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- Experience using tools like Canva, WordPress, Meta Business Suite, Mailchimp, or CRMs.