Customer Relations & Marketing Officer – Job Description

Location: Vuga, Zanzibar

Contract Duration: 1 Year (Renewable Based on Performance)

Reporting To: Head of Commercial - Zanlink

About Zanlink

Zanlink Limited is Zanzibar's leading Internet Service Provider, delivering reliable internet connectivity, enterprise solutions, managed services, and digital innovation across Zanzibar and beyond. The company is committed to providing exceptional customer experiences while continuously investing in network expansion, service excellence, and community engagement.

As part of its commitment to customer satisfaction and brand growth, Zanlink seeks a proactive and customer-focused Customer Relations & Marketing Officer to strengthen relationships with clients, drive retention initiatives, support marketing activities, and enhance the company's brand presence.

1. Role Purpose

The Customer Relations & Marketing Officer is responsible for ensuring a positive customer experience throughout the customer lifecycle, improving customer retention, reducing churn, strengthening customer relationships, and supporting the company's marketing and branding initiatives.

The role serves as a bridge between customers and internal teams, ensuring client feedback is captured, acted upon, and translated into continuous service improvement. The position also supports brand visibility, customer engagement campaigns, CSR activities, and digital marketing efforts.

2. Key Responsibilities

A. Customer Relations & Customer Experience

New Customer Onboarding

• Contact all newly installed customers to assess their satisfaction with the installation process, service delivery, and overall experience.
• Prepare and send welcome emails summarizing customer feedback and copy the relevant technical team members.

Service Quality Assurance

• Follow up on all Priority 1 and Priority 2 business support tickets.
• Verify customer satisfaction regarding responsiveness, professionalism, communication, and issue resolution.
• Escalate unresolved concerns and request ticket reopening where necessary.

Customer Experience Monitoring

• Identify customers experiencing recurring service issues or dissatisfaction.
• Escalate concerns and coordinate corrective actions with internal teams.

Client Visits & Relationship Management

• Conduct regular client visits across different customer segments and geographical locations.
• Engage with management representatives and decision-makers to gather feedback and strengthen relationships.

B. Customer Retention & Churn Management

Churn Monitoring

• Track all churned customers and maintain accurate churn records.
• Analyze and document reasons for service termination.
• Identify common churn trends and recommend corrective actions.

Retention Activities

• Develop and implement customer retention initiatives.
• Re-engage churned customers and pursue opportunities for reconnection.
• Collaborate with Commercial and Technical teams to develop retention offers.

At-Risk Customer Management

• Identify customers at risk of churn due to service quality issues, pricing concerns, competition, or contractual factors.
• Develop and present compelling retention proposals.

Contract Compliance and Hardware Recovery

• Enforce termination notice periods and contractual obligations.
• Coordinate with the company’s legal representatives regarding non-compliant customers where necessary.
• Maintain records of customer-deployed equipment.
• Coordinate and ensure timely recovery of Zanlink assets from disconnected customers.

Churn Reporting

• Prepare and circulate weekly churn reports detailing:
  • Churned customers
  • Reasons for churn
  • MRR loss
  • Retention efforts
  • Recovery opportunities

C. Marketing & Brand Management

Marketing Planning

• Develop and execute marketing plans aligned with business objectives.
• Track implementation timelines and expected outcomes.

Advertising & Campaign Management

• Coordinate advertising initiatives across:
  • Billboards
  • Radio
  • Social Media
  • Digital Advertising Platforms
  • Community Events

Brand Visibility

• Ensure consistent Zanlink branding across company offices, equipment, promotional materials, events, and public-facing assets.

Digital Marketing

• Update and manage company social media platforms and website content.
• Publish approved promotions, customer success stories, company achievements, service updates, and CSR activities.

Online Advertising

• Support and manage digital marketing campaigns through platforms such as Google Ads, YouTube, Facebook, Instagram, LinkedIn.
• Monitor campaign performance and report on key metrics and return on investment (ROI).

D. CSR & Community Engagement

• Engage with CSR partners and community stakeholders.
• Coordinate participation in community initiatives and social impact projects.
• Identify opportunities that enhance Zanlink's visibility and reputation within the community.

3. Required Qualifications

Education

• Diploma or Degree in Marketing, Communications, Business Administration, Public Relations, Customer Service, or a related field.

Experience

• Minimum of 1 year experience in customer service, customer relations, sales support, marketing, account management, or a related role.
• Experience within the telecommunications or service industry will be an added advantage.

Technical Skills

• Proficiency in Microsoft Office Suite.
• Familiarity with CRM systems and customer service tools.
• Experience managing social media platforms and digital marketing activities.
• Strong reporting and analytical skills.

4. Key Competencies

• Excellent communication and interpersonal skills.
• Strong customer-centric mindset.
• Relationship-building and stakeholder management skills.
• Excellent problem-solving abilities.
• Strong organizational and time-management skills.
• High attention to detail.
• Ability to work independently and collaboratively.
• Professionalism, integrity, and accountability.

5. Key Performance Indicators (KPIs)

• Customer onboarding calls completed within prescribed timelines.
• Customer Satisfaction (CSAT) score.
• Number of client visits conducted.
• Churn rate reduction.
• MRR retained through retention initiatives.
• Customer recovery/reconnection rate.
• Equipment recovery rate.
• Social media engagement and brand visibility metrics.
• Timeliness and accuracy of churn and customer experience reports.

6. Contract Terms

• One-year fixed-term contract.
• Renewable based on:
  • Performance
  • Achievement of KPIs
  • Organizational requirements
• Working hours and conditions shall be in accordance with Zanlink policies and procedures.

Applications

Applications with a detailed CV written in English should be submitted to:

Head of Commercial
Zanlink Limited
P.O. Box 4204, Zanzibar

Email: fahmin.ali@liquidtech.co.tz

Only shortlisted candidates will be contacted.