customer experience and social media manager

3 days ago

Lagos, Lagos, Nigeria OptimumFoodie Full time ₦1,500,000 - ₦3,000,000 per year

Job Title: Customer Experience & Social Media Manager

Location: Lagos

Reports To: Operations Manager / CEO

Employment Type: Full-time / Hybrid

Industry: Shortlet Apartments | Hospitality

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 Responsibilities1. 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.

2. 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.

3. Online Visibility & Booking Management

  • Manage property listings on online travel agencies (OTAs) like Airbnb, , 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.

4. 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, , or other OTA platforms is an advantage

HOW TO APPLY : Interested candidates can forward their CVs to using the job title as the subject of the mail

Job Type: Full-time

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