Customer Experience and Social Media Manager (Shortlet Apartment) at Elvaridah Limited

At Elvaridah, we emphasize on the critical matters and prospects of organizations such as business growth, strategy, planning, marketing, structure, and people management across different industries. We help companies focus on the growth of their businesses while aligning costs with strategy. With our all-inclusive approach and expertise, we capture values across the boundaries of any organization. Elvaridah focuses on optimizing all the different parts of a business as a unit.

We are recruiting to fill the position below:

Job Title: Customer Experience and Social Media Manager

Location: Lagos
Employment Type: Full-time
Reports To: Operations Manager / CEO

Job Summary

• The Customer Experience & Social Media Manager will oversee guest relations and online brand presence for the company’s shortlet apartments.
• The role involves managing end-to-end guest experiences — from inquiries to check-out — while also driving brand visibility, engagement, and bookings through creative and strategic social media management.
• The ideal candidate is a people-oriented professional with excellent communication, problem-solving, and digital marketing skills.

Key Responsibilities
Customer Experience Management:

• Serve as the primary point of contact for guests before, during, and after their stay.
• Ensure smooth communication with guests via phone, WhatsApp, email, and booking platforms.
• Manage guest check-ins and check-outs in coordination with the operations and housekeeping teams.
• Resolve guest issues or complaints promptly and professionally, ensuring a high level of satisfaction.
• Track guest feedback and implement improvements to enhance overall service quality.
• Maintain accurate guest records and ensure follow-up communication for repeat bookings and loyalty.

Social Media Management:

• Develop and implement a social media strategy to promote the brand and available apartments.
• Manage and grow the company’s social media presence across platforms (Instagram, TikTok, Facebook, X, LinkedIn).
• Create engaging content — videos, photos, reels, and posts — that highlight property features, guest experiences, and brand lifestyle.
• Respond promptly to comments, messages, and inquiries on social media channels.
• Collaborate with the operations and marketing teams to create promotional campaigns and special offers.
• Monitor analytics and engagement metrics to evaluate performance and guide content strategy.

Online Visibility & Booking Management:

• Manage property listings on online travel agencies (OTAs) like Airbnb, Booking.com, and Expedia.
• Ensure property details, descriptions, pricing, and availability are accurate and up to date.
• Optimize listings for better visibility, reviews, and conversion rates.
• Respond to guest inquiries and reviews on all booking platforms.

Brand Development & Marketing Support:

• Maintain brand tone and visual consistency across all digital and customer touchpoints.
• Support marketing initiatives such as influencer collaborations, photoshoots, or digital ad campaigns.
• Suggest innovative ways to enhance guest engagement and brand loyalty.
• Track competitors’ activities and propose strategies for market differentiation.

Qualifications & Experience

• Bachelor’s degree in Hospitality Management, Marketing, Communications, or a related field.
• 3–5 years of experience in customer service, guest relations, or digital marketing — preferably in the hospitality or shortlet industry.
• Proven experience managing social media platforms and content creation.
• Strong communication, interpersonal, and problem-solving skills.
• Excellent writing skills and a customer-first mindset.
• Proficiency in social media tools, Canva, basic video editing, and Microsoft Office/Google Suite.
• Familiarity with Airbnb, Booking.com, or other OTA platforms is an advantage

Application Closing Date
Not Specified.