Business Growth & Customer Experience Officer

Job Category: Sales, Marketing, CRM, Content & Customer Experience

Job Type and Mode: Full Time (Onsite)

Experience: 2 years or more

Qualifications: OND, HND or First Degree in Marketing, Business Administration, Mass Communication, Customer Service, Management or a related field

Job Number: 1261

Job Brief

We are looking for a hands-on Business Growth & Customer Experience Officer to support how 9Gains attracts people, turns interest into customers, keeps customers engaged, and builds a strong relationship with its market. This is a mixed role covering sales, marketing, CRM, content management, social media, customer support and retention, virtual programmes, traffic analysis and field activities.

The successful candidate will manage day-to-day customers and prospect engagement across phones, WhatsApp, email, social media, CRM and physical meetings. The person will follow leads, support sales conversion, maintain customer records, help customers through onboarding and product use, resolve issues, collect feedback and follow up to reduce customer loss.

The role will also manage and coordinate content across 9Gains digital channels, support social media activities, track traffic and engagement, help run campaigns, webinars, online training, product demonstrations and other virtual programs. The officer must be comfortable working online and going into the field to meet prospects, customers, partners or support events when required.

Requirements

1. At least 2 years of practical experience across sales, marketing, customer service, customer relations, digital marketing or a similar business-facing role.
2. Ability to find prospects, qualify leads, make sales calls, follow up enquiries, present products or services, handle objections and move opportunities through the sales pipeline.
3. Ability to use a CRM system to manage leads, prospects and customers; record calls and meetings; schedule follow-ups; update deal stages; track complaints; and keep customer information accurate.
4. Strong customer relationship and retention skills, including onboarding, regular customer follow-up, issue resolution, feedback collection, re-engagement of inactive customers and identifying customers who may stop using a service.
5. Ability to manage social media pages and daily activities across channels such as Instagram, Facebook, LinkedIn, X, TikTok and WhatsApp, including posting, responding to comments/messages and keeping the pages active and professional.
6. Content management skills: plan a content calendar, develop or coordinate simple posts, captions, short videos, customer education content, campaign materials, website/blog updates and ensure approved content is published on time.
7. Ability to monitor website and social media traffic, reach, engagement, leads, enquiries and conversions using platform insights or tools such as Google Analytics, Search Console or similar tools, and explain what the numbers mean in simple reports.
8. Ability to support digital and offline marketing campaigns, lead-generation activities, promotions, email/WhatsApp communication, community engagement and basic market research on customers and competitors.
9. Ability to organize and support webinars, virtual training, product demonstrations, online meetings, live sessions and other virtual programmes, including invitations, registration, reminders, attendance, presentation support and follow-up.
10. Strong customer support skills across phone, email, WhatsApp, social media and face-to-face channels, with the ability to handle enquiries, complaints, payment or subscription questions and escalate technical issues correctly.
11. Willingness to provide field support by visiting prospects or customers, supporting product demonstrations, events and activations, gathering market information and representing 9Gains professionally outside the office.
12. Ability to work with sales, product, technical and management teams, pass customer or market feedback to the right team, follow open issues and communicate updates clearly to customers.
13. Good working knowledge of Microsoft Office, Google Workspace, CRM tools, social media management tools, online meeting platforms and basic design/content tools such as Canva; ability to learn new business software quickly.
14. Ability to prepare simple weekly and monthly reports covering leads, sales follow-ups, conversion, customer issues, retention, campaigns, content performance, social media/website traffic, virtual program and field activities.
15. Good spoken and written English, strong organisation and people skills, honesty, good judgement, ability to work with little supervision, willingness to learn, and a practical understanding of how Nigerian SMEs and customers behave.