Job Title: Community and Experience Officer
Location: Egbeda, Lagos
Employment Type: Full-time
Job Description
- Our client is seeking an experienced and strategic Community and Experience Officer to lead and optimize end-to-end business operations.
- The Community and Experience Officer will be responsible for building, managing, and nurturing strong relationships between the organization and its community of customers, healthcare partners, and stakeholders.
- This role focuses on enhancing customer experience, driving community engagement initiatives, and ensuring positive brand perception within the pharmaceutical space.
Key Responsibilities
Community Engagement & Stakeholder Management:
- Manage and engage patient, healthcare professional (HCP), distributor, and public communities.
- Serve as a key point of contact for community-related inquiries and feedback.
- Build trust-based relationships while ensuring all interactions comply with pharmaceutical regulations and ethical standards.
- Monitor and moderate community platforms and engagement channels.
Experience Management:
- Deliver consistent and positive stakeholder experiences across all engagement points.
- Track and manage complaints, inquiries, and experience-related escalations.
- Ensure timely resolution of issues in collaboration with internal teams.
- Identify experience gaps and recommend process improvements.
Regulatory & Ethical Compliance:
- Ensure all community interactions comply with NAFDAC, pharmacovigilance, and company compliance policies.
- Escalate and document adverse event reports in line with pharmacovigilance procedures.
- Maintain proper documentation for audits and regulatory reviews.
- Work closely with Regulatory Affairs and Medical teams to ensure compliant communication.
Health Education & Awareness Initiatives:
- Support health awareness campaigns, patient education programmes, and community outreach initiatives.
- Coordinate community engagements aligned with public health goals.
- Ensure educational materials are approved and compliant before dissemination.
Events & Engagement Activities:
- Support planning and execution of compliant community events, health talks, and engagement programmes.
- Coordinate logistics and post-event feedback collection.
- Ensure events align with ethical marketing and industry guidelines.
Feedback, Reporting & Insights:
- Collect and analyze community and experience feedback.
- Prepare periodic reports on engagement trends, satisfaction, and recurring issues.
- Share insights with management to support service, product, and experience improvements.
Key Performance Indicators (KPIs)
Community Engagement:
- Growth in community participation (patients, HCPs, partners).
- Engagement rate across community platforms.
- Response time to community inquiries and feedback.
Experience & Satisfaction:
- Customer / stakeholder satisfaction score.
- Complaint resolution turnaround time.
- Reduction in repeat or unresolved complaints.
Compliance & Risk Management:
- Zero regulatory breaches in community engagements.
- Timely reporting of adverse events (100% compliance).
- Audit and inspection pass rate.
Health Education & Events.
- Number of compliant health education initiatives executed.
- Event participation and attendance rates.
- Post-event satisfaction feedback.
Reporting & Insights.
- Accuracy and timeliness of community reports.
- Number of actionable insights implemented.
- Improvement in experience metrics over time.
Qualifications & Experience
- Bachelor’s Degree in Communications, Marketing, Public Relations, Social Sciences, or a related field.
- 2–3 years’ experience in community management, customer experience, or a related role.
- Experience in the pharmaceutical, healthcare, or FMCG industry is an added advantage.
- Familiarity with community engagement tools and customer service practices.
Skills & Competencies:
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship management skills.
- Customer-centric mindset with problem-solving abilities.
- Organizational and time management skills.
- Ability to work independently and collaboratively in a team.
- Basic data reporting and documentation skills.
- Professionalism, empathy, and emotional intelligence.