Customer Service / Relationship Officer at Bradfield Consulting Limited – Ikeja, Lagos

Bradfield Consulting Limited is recruiting a full-time Customer Service / Relationship Officer in Ikeja, Lagos. The role serves as the main point of contact for clients, advertisers and media agencies, coordinating advertising campaigns from the initial brief through execution and post-campaign reporting.

The officer will work with Commercial, Operations, Creative & Innovation and Finance teams to deliver campaigns, maintain client relationships and support account retention and revenue growth. The work cycle is Monday to Friday, and the industry is media.

Key Responsibilities

Client Relationship Management

• Manage a portfolio of client and agency accounts and serve as the primary contact for campaign matters.
• Build and maintain relationships with clients, agencies and other stakeholders.
• Respond professionally and promptly to client enquiries, requests and complaints.
• Conduct regular account reviews and maintain ongoing client communication.

Campaign Management and 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 on artwork specifications, simulations and client requirements.
• Monitor campaign implementation and provide proactive updates throughout each campaign.
• Document campaign details accurately and communicate them to the relevant internal teams.

Proposals, Quotations and Reporting

• Prepare proposals, presentations, quotations, availability schedules and campaign recommendations.
• Ensure quotations follow approved pricing structures and company guidelines.
• Help develop advertising solutions that meet client objectives and support Business Development Executives with proposals and presentations.
• Provide campaign updates, proof-of-performance reports, photographs and monitoring reports.
• Maintain accurate communication records and deliver post-campaign reports and performance summaries on time.
• Escalate service-delivery concerns and risks to management.

Account Retention and Administration

• Identify renewal, upselling and cross-selling opportunities within existing accounts.
• Support revenue, retention and occupancy targets and initiate renewal discussions ahead of contract expiry dates.
• Maintain client records, contracts, account documentation and campaign files.
• Complete campaign documentation, support invoicing handovers and follow company procedures and reporting standards.

Performance Expectations

• Acknowledge client briefs within four working hours.
• Deliver quotations and proposals within 24 hours of a request.
• Provide proof-of-performance reports within 48 hours of installation.
• Track all active campaigns and maintain accurate account and campaign records.
• Work towards a client-retention rate of at least 85%, high client satisfaction, repeat business and account growth.

Qualifications and Experience

• Two to four 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.
• Experience in an advertising agency, media organisation, out-of-home (OOH) company or marketing communications environment is preferred.
• Experience managing multiple accounts and coordinating campaign delivery.
• Strong relationship-building and customer-retention skills.
• Certification in Account Management, Customer Service, Advertising Practice, Marketing or a related discipline is an advantage.

Salary

₦300,000–₦350,000 per month.