Client Relations and Service Officer

Job Detail

Job ID 28737
Career Level Officer
Experience 3 Years
Gender Both
Industry Administration
Qualifications Degree Bachelor
Job Type Full time

Job Description

About the Company

Our client is a dynamic Ugandan marketing agency specializing in experiential marketing and commercial strategy consulting. With expertise spanning marketing, corporate communications, and event management, the agency delivers impactful brand experiences and strategic solutions that drive business growth. Backed by a leadership team with over 20 years of experience across East Africa, the organization offers an exciting environment for professionals passionate about building strong client relationships and delivering exceptional results.

Job Summary

The officer will manage client communication, enquiries, feedback, event briefs and satisfaction
follow-up, identifying opportunities, contributing to pitches, supporting the closing of business and
retaining accounts.

Key Responsibilities

Business Development and Client Retention

Identify suitable prospective clients, maintain a contact and opportunity register, and arrange
introductory meetings in coordination with the Managing Director.
Present the company services using approved materials, follow up proposals and maintain an
accurate pipeline with expected value, next action and likelihood of conversion.
Support commercial negotiations within delegated authority. Obtain management approval for
discounts, prices and contractual commitments before communicating acceptance.
Maintain regular contact with existing clients, identify repeat event needs and develop
account plans for retention and additional services.

Client Communication and Service

Acknowledge enquiries promptly, record requirements and keep clients informed about
agreed next steps, deadlines and progress.
Coordinate client meetings and document decisions, approvals and changes to scope so that
the delivery team works from a current brief.
Maintain a complaint and feedback log, agree corrective actions with the responsible team
and follow up with the client until the matter is resolved.
Gather post-event feedback and produce an account update covering satisfaction, outstanding
issues and future opportunities.

Pitches RFPs and Client Briefs

Track RFP opportunities and deadlines, prepare a requirements checklist and coordinate the
client-facing response with management and the relevant technical staff.
Contribute client insights, service narratives, presentation content and follow-up to pitches
and proposals.
Obtain operational scope, resource requirements, costs and feasibility from the Operations
Manager; obtain financial checks from the accountant and approval from the Managing
Director.
Maintain submission records and client approval evidence. Do not independently commit
the company to operational costs or delivery terms outside delegated authority.

Third Party Relationships and Event Handover

Coordinate information exchange with venues, partners and third parties involved in the client
brief, keeping the Operations Manager informed.
Hand over the approved brief, contacts, schedule, budget boundaries and client expectations
to the delivery team before implementation.
Attend assigned events to support client liaison, escalate changes or concerns and record
follow-up actions.
Coordinate invoice and collection communication with the accountant without accepting
unauthorized payment arrangements.

Job Requirements

Relevant background in events, marketing, sales, account management or client service. A
relevant qualification is desirable; practical results and communication ability should also
inform selection.
Strong written and verbal communication, listening, interpersonal skills and professional
presentation.
Ability to organise several enquiries and deadlines, record details accurately and follow
through on commitments.
Commercial awareness, confidence in client meetings and evidence of relationship building,
sales follow-up or service recovery.
Experience in marketing and events is an advantage. Availability for planned event schedules
and travel should be discussed fairly with each candidate.

Performance Expectations

Appraisal will consider qualified opportunities, conversion of approved pitches, repeat business,
client feedback, complaint resolution and completeness of briefs and handovers. Revenue, retention and service targets should be agreed after an initial account and pipeline review; numerical targets are not fixed in this draft.
During the first 30 days, learn the services, review accounts and establish a contact and opportunity register. By 60 days, maintain an active follow-up schedule and account plans. By 90 days, present pipeline movement, service feedback and recommended actions for priority clients.

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