Head of Marketing and Customer Experience at Ascentech Services Limited

Ascentech Services Limited is the most sought-after Human Resource Solution Provider with its Head Office in Lagos, Nigeria. We have a reputation for satisfying and surpassing clients expectations through our core offerings: Recruitment and Selection; Outsourcing and Training and Development. To accomplish these we leverage on creating and managing change in organizations by improving efficiency through our proven and dynamic HR solutions.

We are recruiting to fill the position below:

Job Title: Head of Marketing and Customer Experience

Location: Lagos
Employment Type: Full-time

Description 

• Plans and implements marketing, product development & customer experience programs, both short and long vision, targeted toward existing and new markets & responsibility for the day- to- day management of the Customer Service Department by performing the following duties personally & through team members

Essential Duties and Responsibilities
Include the following:

• Develop and implement strategic marketing plans and forecasts to achieve corporate objectives for products and services.
• Develops and manages marketing operating budgets.
• Plans and oversees advertising and promotion activities including print, online, digital & electronic media, and direct SMS/WhatsApp/mail etc.
• Develops and recommends product positioning, packaging, and pricing strategy to produce the highest possible long-term market share.
• Ensures effective control of marketing results and takes corrective action to guarantee that achievement of marketing objectives falls within designated budgets.
• Oversees and evaluates market research and adjusts marketing strategy to meet changing market and competitive conditions.
• Monitors competitor products and marketing activities including customized offers run by competitors to keep our products and offer abreast.
• Establishes and maintains relationships with industry influencers and key strategic partners.
• Guides preparation of marketing activity reports and presents to executive management.
• Establishes and maintains a consistent corporate image throughout all product lines, promotional materials, and events.
• Directs staffing, training, and performance evaluations to develop and control marketing programs.
• Directs market channel development activity and direct lead management primarily online leads.
• Represents company at trade association meetings to promote product.
• Analyzes and controls expenditures of division to conform to budgetary requirements.
• Directs product research and development based on the analysis of internal customers behavior and industry trend.
• Managing Regulatory Compliances in term of tariffs, products & promotions
• Developing business tracking mechanism and keep adapting & improvising with the changing dynamics of business.
• Designing, forecasting, configuring, launching, measuring & improvising
• Customer value management (CVM) offers with the objective to get incremental revenue or fixing business concerns.
• To ensure the full implementation of the Customer Services strategy across the business.
• To ensure that the Customer Services function operates effectively and that the function’s activities are aligned to departmental and Company objectives.
• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
• Set up systems and processes to ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed upon timelines.
• To represent the Customer Services function as an active member of the Senior Management
• To actively promote and manage the process of continuous improvement in Customer Service
• Other duties may be assigned.

Supervisory Responsibilities:

• Manages and directs staff including recruitment, selection and development to achieve Company goals and objectives.

Technical Skills Required:

• Excellent understanding of Data and Data Analysis
• Should be good at working on MS Excel / SQL and creating reports/presentations with a solution-oriented approach

Qualifications

• The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or experience:

• MBA preferably from a premier institute, Bachelor’s Degree in Sales, Marketing or Business preferred with a minimum of 15 years of total experience of which 8 years within telecom/ISP customer service environment recently, of which 5 years should be in managing a customer service vertical.
• Should have managed at least 2-3 DRs and an overall team size of at least 30 people
• Experience in a quick response, highly fluctuating, customer driven industry

Special Aptitudes:

• Excellent people management, leadership, coaching and motivation skills
• Excellent customer awareness & focus
• Excellent communication and interpersonal skills
• Excellent planning, organizing and prioritizing skills
• Excellent decision-making / problem-solving capabilities
• Demands high standards of accuracy and attention to detail
• Ability to persuade and influence others
• Ability to use own initiative
• Knowledge of Quality Management Systems & Six sigma certifications would be an added advantage

Language Skills:

• Demonstrated in-depth sales and marketing techniques. Effective ability to communicate orally or in written form with co-management, internal and external customers.

Reasoning Ability:

• Demonstrate the ability to anticipate and solve practical problems or resolve issues.

Application Closing Date
4th March, 2025.