Customer Relations & Marketing Officer
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Zanlink Limited, Zanzibar's leading ISP, is hiring a Customer Relations & Marketing Officer to manage customer experience, retention, onboarding follow-ups, client visits, and support brand and marketing initiatives. The role bridges customers and internal teams, turning feedback into service upgrades while enhancing brand visibility across Zanzibar.
- 1-year renewable contract reporting to the Head of Commercial
- Based in Vuga, Zanzibar at Zanzibar's leading internet service provider
- Mix of customer experience, retention, and marketing responsibilities
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Zanlink Limited, Zanzibar's leading ISP, is hiring a Customer Relations & Marketing Officer to manage customer experience, retention, onboarding follow-ups, client visits, and support brand and marketing initiatives. The role bridges customers and internal teams, turning feedback into service upgrades while enhancing brand visibility across Zanzibar.
- 1-year renewable contract reporting to the Head of Commercial
- Based in Vuga, Zanzibar at Zanzibar's leading internet service provider
- Mix of customer experience, retention, and marketing responsibilities
- Requires regular client visits across customer segments and locations
- Bridges customer feedback with technical and commercial teams
AI job guide
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AI salary guide
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- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in ZanzibarThe vacancy is associated with this location.
- UnclearComfort with the Fixed Term contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
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- Role specificCover letter or short employer message
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- Role specificAcademic or professional certificates
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Application tips for this job
- Place your strongest Customer Relations & Marketing Officer evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Zanlink Limited and the role in Zanzibar.
- Add concrete examples related to sales, call_center, internship, ideally with measurable outcomes or clear responsibilities.
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Interview preparation
- What experience makes you a strong fit for this Customer Relations & Marketing Officer role in sales, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Zanzibar under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
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Ask what the first priorities will be in the role and how success will be measured.
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Original source description
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
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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:
Only shortlisted candidates will be contacted.