Customer Service / Relationship Officer

Salary:₦300,000 – ₦350,000 NET

Work Cycle: Monday – Friday

Job Summary:

To serve as the primary point of contact for clients, advertisers, and media agencies, managing advertising campaigns from initial brief through successful execution and post-campaign reporting.

The Client Service / Account Officer is responsible for delivering exceptional client experience, maintaining high service standards, building long-term client relationships, and supporting revenue growth through account retention, renewals, and upselling opportunities. The role coordinates closely with Commercial, Operations, Creative & Innovation, and Finance teams to ensure seamless campaign delivery and client satisfaction.

Acting as the client\'s advocate within the organization, the role ensures campaign requirements are accurately captured, communicated, executed, monitored, and reported, contributing directly to client retention and business growth.

Key Responsibilities

Client Relationship Management

Manage a portfolio of client and agency accounts, serving as the primary contact for all campaign-related matters.

Build and maintain strong relationships with clients, agencies, and other stakeholders.

Ensure client inquiries, requests, and complaints are addressed professionally and promptly.

Conduct regular account reviews and maintain ongoing communication with clients.

Campaign Management & Coordination

Receive, review, and process campaign briefs from clients and agencies.

Coordinate with Operations to confirm inventory availability, installation schedules, and campaign timelines.

Liaise with Creative & Innovation teams regarding artwork specifications, simulations, and client requirements.

Monitor campaign implementation and provide proactive updates throughout the campaign lifecycle.

Ensure campaign details are accurately documented and communicated to relevant internal teams.

Proposal & Quotation Management

Prepare proposals, presentations, quotations, availability schedules, and campaign recommendations.

Ensure all quotations comply with approved pricing structures and company guidelines.

Assist in developing tailored advertising solutions that meet client objectives.

Support Business Development Executives in proposal preparation and client presentations.

Client Communication & Reporting

Provide regular campaign updates, proof-of-performance reports, photographs, and monitoring reports.

Maintain accurate records of all client communications and campaign activities.

Ensure timely delivery of post-campaign reports and performance summaries.

Escalate service-delivery concerns or risks to management where appropriate.

Account Retention & Revenue Support

Identify opportunities for renewals, upselling, and cross-selling within existing accounts.

Support the achievement of departmental revenue, retention, and occupancy targets.

Track contract expiry dates and initiate renewal discussions ahead of deadlines.

Assist in collecting client feedback to improve service delivery and account growth.

Administrative & Compliance Support

Maintain accurate client records, account documentation, contracts, and campaign files.

Ensure all campaign documentation is completed and properly archived.

Support invoicing handovers and documentation requirements for Finance.

Adhere to company procedures, service standards, and reporting requirements.

Performance Indicators (KPIs)

Process — How the Work is Done

Client briefs acknowledged within four (4) working hours.

Quotations and proposals delivered within twenty-four (24) hours of request.

Proof-of-performance reports delivered within forty-eight (48) hours of installation.

Campaign updates communicated proactively throughout campaign duration.

Client records and campaign information maintained accurately and consistently.

Output — What is Produced

100% of active campaigns tracked and maintained within the client-management system.

Accurate, error-free quotations, proposals, and campaign documentation.

Timely proof-of-performance reports and client updates.

Complete and accurate handover documentation provided to Operations and Finance.

Up-to-date account records, renewal schedules, and campaign logs.

Outcome — Business Impact

Client retention rate of 85% or higher.

High levels of client satisfaction and positive customer feedback.

Increased renewals, repeat business, and account growth.

Reduced campaign errors, delays, and client complaints.

Measurable contribution to departmental revenue and occupancy targets.

Qualifications & Experience

Minimum of 2–4 years\' experience in client service, account management, media sales, advertising, or customer relationship management.

Bachelor\'s degree in Marketing, Business Administration, Mass Communication, Communications, or a related field.

Certification in Account Management, Customer Service, Advertising Practice, Marketing, or related disciplines will be an advantage.

Experience within an advertising agency, media organization, OOH company, or marketing communications environment is preferred.

Proven experience managing multiple accounts and coordinating campaign delivery.

Demonstrated ability to build strong client relationships and achieve customer-retention objectives.

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Minimum qualifications

BA/BSc/HND

How to apply

Interested and qualified candidates should forward their CV to: bradfieldforms@gmail.com using the position as subject of email.

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