Digital Marketing and Customer Service Executive

Job title : Digital Marketing and Customer Service Executive

Job Summary

• The Customer Service and Marketing Executive plays a dual-function role, acting as both the first line of communication for customer interactions and a key player in executing digital marketing strategies.
• This role bridges the gap between the company and its customers, ensuring satisfaction while promoting products and services to boost sales and strengthen brand presence.

Key Responsibilities

Customer Service Responsibilities:

• Serve as the first point of contact for guests across all communication platforms (phone, email, in-person, and social media).
• Handle inquiries, feedback, and complaints promptly and professionally.
• Maintain accurate logs of customer interactions using CRM software.
• Conduct follow-ups to ensure customer satisfaction and resolution of issues.
• Monitor service quality by collecting and analyzing feedback.

Marketing Responsibilities:

• Assist in planning and executing both offline and digital marketing campaigns.
• Create and manage marketing content (flyers, blog posts, email newsletters, social media posts).
• Maintain an active presence across social media platforms, ensuring timely engagement.
• Track campaign performance and generate reports.
• Identify customer trends to inform future marketing strategy.

Corporate Client Management:

• Act as a dedicated liaison for corporate accounts, ensuring excellent service and sustained business relationships.
• Maintain a database of client communications and agreements.
• Coordinate personalized services, exclusive offers, and timely follow-ups to build loyalty.

Combined Duties:

• Ensure all communications and materials reflect the company's branding and values.
• Collaborate with internal departments to align service delivery with marketing promises.
• Contribute to business development initiatives through active client engagement.

Qualifications

• Interested candidates should possess relevant qualifications with 2-5 years experience.

Standard Operating Procedures (SOP)
Customer Interaction:

• Acknowledge all inquiries within 1 business hour.
• Record every customer interaction in CRM.
• Escalate unresolved complaints within 24 hours.
• Conduct follow-ups post-service within 48 hours.
• Corporate Client Engagement
• Update client communication logs weekly.
• Contact corporate clients monthly with offers or updates.
• Ensure contracts, proposals, or concerns are resolved within 5 business days.

Marketing Execution:

• Finalize promotional calendars by the 25th of each month.
• Design and distribute campaign materials on schedule.
• Submit campaign performance reports within 3 days of conclusion.

Social Media & Digital:

• Post at least 3 times per week.
• Respond to social media messages/comments within 1 hours.
• Highlight one customer story/testimonial weekly.

Reporting:

• Submit a biweekly performance report.
• Propose 2 action points per report based on trends or gaps identified.