Client Relations and Community Manager

3 months ago

Lagos, Nigeria Jenniez School of African Interior Design Full time

Location: Lekki
Reports to: CEO

Job Summary
The Client Relations and Account Manager at Jenniez School of African Interior Design and Jenniez Designs will be responsible for managing relationships with both students and design clients. This individual will ensure that clients’ needs are met, address concerns, and maintain a high level of satisfaction throughout their experience with the company. They will act as the primary liaison between the clients and internal teams, ensuring the seamless execution of projects and services. The role involves overseeing the client lifecycle from onboarding to project completion, while continuously nurturing long-term relationships.

Key Responsibilities
1. Client Onboarding and Communication
Serve as the primary point of contact for new students and design clients, ensuring a smooth onboarding process.
Clearly communicate project timelines, deliverables, and expectations to clients, ensuring they understand the process from start to finish.
Maintain regular communication with clients throughout the project lifecycle, providing updates, addressing concerns, and adjusting plans as needed.
Foster positive relationships through regular check-ins and proactive engagement.
2. Account Management
Manage client accounts, ensuring that all contractual obligations are met and services are delivered according to agreed-upon terms.
Monitor ongoing projects, courses, or services to ensure they are aligned with client expectations and satisfaction.
Anticipate client needs and suggest relevant services or solutions that Jenniez Designs or the school can provide.
Resolve any client issues, complaints, or conflicts in a timely and professional manner to maintain high client satisfaction.
3. Collaboration with Internal Teams
Work closely with the design, operations, and academic teams to ensure that projects and courses are delivered on time and meet the company’s standards.
Collaborate with the Project Manager to ensure project timelines, budgets, and deliverables are communicated to clients and met.
Liaise with the Marketing and Sales Manager to ensure alignment on client expectations and service delivery.
Provide feedback from clients to internal teams to continuously improve processes and services.
4. Client Retention and Upselling
Build and maintain long-term relationships with clients to ensure repeat business and referrals.
Identify opportunities for upselling or cross-selling additional services, courses, or design solutions based on client needs and interests.
Develop loyalty programs, promotions, or offers to retain clients and encourage continued engagement with the school and design services.
Track and analyze client feedback, ensuring that the company’s offerings are continuously optimized to meet evolving client needs.
5. Contract and Financial Management
Prepare and manage client contracts, ensuring that terms, conditions, and deliverables are clearly outlined.
Ensure that all services are billed accurately and in a timely manner, coordinating with the Finance Manager to manage invoicing and payments.
Monitor client account balances, following up on unpaid invoices, and ensuring that all financial matters are settled before project completion.
Provide regular financial reports on client accounts, highlighting potential issues or opportunities for growth.
6. Event and Experience Management
Organize and manage client-facing events such as open days, design consultations, project presentations, and student orientations.
Ensure that events run smoothly and that client experiences are memorable, high-quality, and aligned with the brand’s values.
Gather client feedback after events and continuously improve the experience for future engagements.
7. Reporting and Client Data Management
Maintain up-to-date records of all client interactions, contracts, and feedback in the company’s CRM system.
Track and report on key metrics such as client satisfaction, retention rates, and revenue generated from client accounts.
Prepare monthly or quarterly reports for the CEO on client relations activities, including performance indicators and any areas requiring attention.
Analyze client data to identify trends, opportunities, and potential risks to client relationships.
Qualifications and Experience
Education:

Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
Certifications in Customer Relationship Management (CRM) or Account Management are an advantage.
Experience:

Minimum of 5 years of experience in client relations, account management, or customer service, preferably in design, education, or a service-oriented industry.
Proven track record of managing and maintaining client relationships, resolving conflicts, and driving customer satisfaction.
Experience with CRM software (e.g., Salesforce, HubSpot, Zoho) and client management tools.
Skills:

Strong communication and interpersonal skills.
Ability to manage multiple client accounts simultaneously.
Excellent organizational and time management abilities.
Problem-solving and conflict resolution skills.
Negotiation and sales skills to support upselling and contract management.
Proficient in Microsoft Office Suite and other project management tools.

Key Competencies
Customer-Centric Approach: Focused on understanding client needs and delivering outstanding service.
Relationship Building: Ability to develop and maintain positive relationships with clients over the long term.
Problem Solving: Adept at handling client issues, finding solutions, and resolving conflicts efficiently.
Time Management: Skilled in managing time effectively and prioritizing tasks to meet client deadlines.
Proactive: Able to anticipate client needs and offer solutions before problems arise.

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