Job Title: Lead Customer Service Manager

Location: Ikoyi, Lagos

Working Hours:

At least 9 hour, 6 days weekly

Kindly send your CV and portfolio to HR@thelegacyclan.org

Overview:

As the Executive Customer Service Manager, you will be responsible for overseeing and managing the customer service department to ensure exceptional service delivery and customer satisfaction. You will lead a team of customer service representatives and coordinate with other departments to address customer inquiries, resolve issues and enhance the overall customer experience.

Responsibilities:

1. Develop and implement customer service policies, procedures and standards to ensure consistency and excellence in service delivery.
2. Lead and mentor a team of customer service representatives, providing guidance, training, and support to ensure high performance and productivity.
3. Monitor customer service metrics, including response time, resolution, rate, and customer satisfaction scores and implement strategies to improve performance.
4. Handle escalated customer issues and complaints, demonstrating empathy, problem solving skills and a commitment to resolving issues promptly and effectively.
5. Collaborate with other departments, including sales, marketing and operations to address customer inquiries, resolve issues and streamline processes.
6. Conduct regular performance evaluation for customer service team members, providing feedback, coaching and development opportunities as needed.
7. Analyze customer feedback and data to identify trends, opportunities for improvement and areas of strength, and make recommendations for enhancements.
8. Represent the company in a professional manner both internally and externally, and serve as a champion for the customer-centric culture.

Qualifications:

1. Bachelor's degree in business administration, marketing, or a related field.
2. Proven experience in a customer service management role with a track record of success in leading and motivating teams to deliver exceptional service (at least 6 years)
3. Excellent communication skills, both written and verbal, with the ability to interact effectively with customers, team members and stakeholders at all level.
4. Analytical mindset, with the ability to interpret data, identify trends and make data driven decision to improve performance and outcomes.
5. proficiency in customer service software and CRM systems.

Job Title: Hospitality Events/Marketing Manager

Location: Oniru & Lekki Ph 1

Working Hours:

At least 9 hour, 6 days weekly

Benefits:

13th month salary, 1 daily meal, HMO, & Overtime pay.

Kindly send your CV and portfolio to HR@thelegacyclan.org

Overview:

We are in search of a dynamic and experienced Hospitality Events/Marketing Manager. The ideal candidate will be responsible for orchestrating and promoting a variety of events while also overseeing marketing efforts to enhance the organization's visibility and customer engagement within the hospitality industry. This role demands creativity, strong organizational prowess, and a dedication to delivering exceptional experiences to our clients guests and clients.

Responsibilities:

1.  Plan, coordinate, and execute diverse hospitality events, such as receptions, themed nights, and guest experiences.
2.  Develop and implement event strategies aligned with organizational objectives to enhance brand presence and customer satisfaction.
3.  Manage event budgets, including cost estimation, expense tracking, and financial analysis.
4.  Collaborate with vendors and suppliers to negotiate contracts, procure services, and ensure timely delivery of event requirements.
5.  Work closely with internal teams to conceptualize event themes, design collateral, and coordinate promotional activities.
6.  Oversee event logistics, including venue selection, catering arrangements, audiovisual setup, and transportation logistics.
7.  Ensure seamless event execution by supervising setup, managing staff, and addressing any on-site issues.
8.  Conduct post-event evaluations to assess performance, gather feedback, and identify areas for improvement.
9.  Develop and execute marketing campaigns to drive attendance and engagement for hospitality events.
10.  Create compelling content for promotional materials, including social media posts, email newsletters, press releases, and advertisements.
11.  Monitor marketing metrics, such as website traffic, social media engagement, and conversion rates, to gauge campaign effectiveness.
12.  Stay informed about industry trends, best practices, and emerging technologies in hospitality events and marketing.

Qualifications:

1.  Bachelor's degree in Hospitality Management, Marketing, Communications, or a related field.
2.  Proven experience in organizing hospitality events and managing marketing initiatives, with at least 5 years in a similar role.
3.  Exceptional organizational and project management skills, with the ability to prioritize tasks and meet deadlines.
4.  Creative thinking and problem-solving capabilities, with a keen attention to detail.
5.  Proficiency in CRM systems, digital marketing tools, Canva (for Flexibility purposes).
6.  Ability to work independently as well as part of a team, demonstrating initiative and a collaborative spirit.
7.  Willingness to work flexible hours, including evenings, weekends, and travel, as required for events.
8.  Familiarity with budget management and financial reporting processes.
9.  Previous experience in the hospitality industry is highly advantageous.

Scope:

Our client urgently seeks candidates with extensive operational experience, exceeding 15 years and will render specialized training to meet industry standards. Ideal candidates should demonstrate proficiency in interpreting financial reports, accounting, data analysis, and other relevant skills within this scope.

Industries Considered:

* Oil & Gas

* Banking & Finance

* Manufacturing

* Supply Chain (Transport and Logistics)

* Real Estate

Benefits:

* HMO

* Service Charge

* Negotiable additional benefits

Location: Victoria Island (V.I) & Lekki, Lagos