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Greater Accra Region Full Time Creative
1 week ago

Job Summary

The Workspace seeks the services of an Experience Manager (Female)   Job Title: Experience Manager (Female)   Job Location: Accra, Gr...

  • Experience Level: Senior level
  • Experience Length: 1 year

Job Description

The Workspace seeks the services of an Experience Manager (Female)


Job Title: Experience Manager (Female)


Job Location: Accra, Greater Accra


Job Summary

  • The role we are looking to fill is broken into 3 parts. Firstly, we need a rockstar client relations person who truly understands the weight and value of keeping a happy well-informed client. Our clients are quite sophisticated and well-exposed to global standards of customer service. We, therefore, are not looking for a simple communications person; we need someone with high levels of emotional intelligence to able to ascertain both things said and unsaid
  • The experience manager role also oversees client projects (client accounts) and manages each level of the value chain process till satisfactory delivery to client. This involves briefing clients on project requirements, gathering preliminary project content and relevant information and liaising with the creative team to execute (task scheduling & accountability). Though the creative component of all projects are led by the creative director, your contribution on each element of the project will be vital as you are the mouthpiece of the client in-house. Here, we need a self starter and an experienced person with thorough knowledge of the project management process: being able to identify gaps and problems before they happen and taking initiative to ensure they are promptly solved with minimal supervision
  • Lastly, you will be the primary contact point for all stakeholders of the company. These include our project partners, suppliers, strategic partners, brain trust, potential clients and other persons interested in engaging with us on varying levels. These inquiries come in the form of mails, phone/skype calls, Chatbox on website and via IM. Your ability to sell the ethos of the company in every encounter will be key to being successful in this role


Job Description 

  • Be the primary point of contact and build long-term relationships with clients
  • Help clients through email, phone, online presentations, screen-share and in person meetings
  • Ensure the timely and successful delivery of our services according to client needs and objectives
  • Act as point of contact for complaints and escalate issues as appropriate
  • Help business development team up-sell or cross-sell services and products
  • Ensure both the company and clients adhere to contract terms
  • Collaborate with internal teams (e.g. web, design, projects) to address client needs
  • Coordinate internal resources and third parties/vendors for the flawless execution of projects
  • Develop a detailed project plan to track progress for each project
  • Use appropriate verification techniques to manage changes in project scope and schedule
  • Perform risk management to minimize project risks
  • Enhance organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Assigns all tasks discussed with clients, into Trello for Team members 
  • Submit written minutes for all client meetings to team 
  • Monitor and analyse client usage of our service (eg. repeat jobs, periodic requests, incidence reports, referrals) 


Qualification and Requirements

  • HND, BSc/BA in Business Administration, Marketing or a related field
  • At least 2 years’ working experience after national service (Ability to drive is a plus)
  • Excellent client-facing and internal communication skills
  • Excellent written and verbal communication skills
  • Solid organizational skills including attention to detail and multi-tasking skills
  • Strong working knowledge of Microsoft Office
  • Proven experience as a Client Relations Manager or Relationship Manager
  • Proven track record of meeting and exceeding targets
  • Background in customer service; industry knowledge is a plus
  • Experience in tracking relevant KPIs (e.g. customer satisfaction)
  • A customer-oriented attitude
  • Excellent communication and negotiation skills
  • Problem-solving attitude
  • Ability to work well with a team

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