ZoodLabs is recruiting to fill the following positions:

1.) Call Centre Manager
2.) Head Customer Experience & Product Analyst
3.) Chief Commercial Officer
4.) Head Brand and Marketing
5.) Online and Digital Marketing Specialist
6.) Marketing and Communication Specialist
7.) Indirect and Online Sales Analyst
8.) Head, Customer Experience & Happiness
9.) Head, Sales and Distribution

 

See job details and how to apply below.

1.) Call Centre Manager

37A Wilkinson Road, Freetown, Sierra Leone.

 

Job Title:Call Centre ManagerJob Category:
Department/Group:Customer ServiceJob Code/ Req#:
Location:FreetownTravel Required:

 

Role and Responsibilities

The Call Centre Manager will be responsible for overseeing the day-to-day operations of the  call centre, managing a team of customer service representatives, and ensuring high levels of  customer satisfaction. The successful candidate will be responsible for setting performance  targets, monitoring service levels, and implementing strategies to optimize call centre  efficiency and effectiveness. The Call Centre Manager will also be responsible for training and  coaching team members, resolving escalated customer issues, and driving continuous  improvement in customer service processes.

Key Responsibilities: 

• Manage the day-to-day operations of the call centre, including monitoring call volume,  service levels, and team performance

• Lead, coach, and mentor a team of customer service representatives to deliver exceptional  service and meet performance targets

• Develop and implement call centre policies, procedures, and performance standards to  ensure high levels of customer satisfaction

• Monitor and analyse key performance metrics, such as average handle time, first call  resolution, and customer satisfaction scores

• Identify trends, insights, and opportunities for improvement in call centre operations and  customer service processes

• Conduct regular performance evaluations, provide feedback, and implement training  programs to enhance team performance

• Handle escalated customer issues and complaints in a timely and effective manner,  ensuring resolution and customer satisfaction

• Collaborate with cross-functional teams, including marketing, sales, and product  development, to align call centre operations with business goals

Qualifications: 

• Bachelor’s degree in Business, Management, Communications, or related field; MBA  preferred

• 5-7 years of experience in call centre management, customer service, or related roles

 

• Strong leadership skills with the ability to motivate, coach, and develop a team of customer  service representatives

• Excellent communication and interpersonal skills, with the ability to build positive  relationships with team members and customers

• Analytical mindset with the ability to interpret data and metrics to drive decision-making  and continuous improvement

• Knowledge of call centre technologies, tools, and best practices for optimizing call centre  operations

• Proven track record of driving operational excellence, improving customer satisfaction, and  achieving performance targets

• Detail-oriented and organized, with the ability to manage multiple priorities and projects  simultaneously

 

Kindly send all applications to hr@zoodlabs.com The closing date for all applications is on 26th April 2024.

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2.) Head Customer Experience & Product Analyst

37A Wilkinson Road Freetown, Sierra Leone.

 

Job Title:Head Customer Experience & Product AnalystJob Category:
Department/Group:Customer ServiceJob Code/ Req#:
Location:FreetownTravel Required:

 

Role and Responsibilities

The Head Customer Experience and Product Analyst will play a crucial role in analyzing  customer data, feedback, and product performance to identify trends, insights, and  opportunities for improvement. The successful candidate will work closely with cross functional teams to gather and analyse data, develop reports and dashboards, and provide  actionable recommendations to enhance the overall customer experience and product  offerings. The Customer Experience and Product Analyst will be instrumental in driving data driven decisions to optimize product features, pricing strategies, and customer satisfaction.

Key Responsibilities: 

• Analyse customer data, feedback, and product performance metrics to identify trends,  insights, and opportunities for improvement

• Develop reports, dashboards, and presentations to communicate key findings and  recommendations to cross-functional teams

• Collaborate with product development, marketing, and customer service teams to align  product offerings with customer needs and preferences

• Monitor and track key performance indicators related to customer satisfaction, product  performance, and customer loyalty

• Conduct market research and competitor analysis to stay informed of industry trends and  best practices

• Support the development and implementation of product enhancements, pricing  strategies, and customer experience initiatives

• Provide ad-hoc analysis and support to cross-functional teams to drive data-driven  decisions and continuous improvement

• Stay informed of emerging technologies and tools to enhance data analysis and reporting  capabilities

Qualifications: 

• Bachelor’s degree in Business, Marketing, Analytics, or related field; Master’s degree  preferred

• 3-5 years of experience in data analysis, product analysis, customer experience, or related

 

roles

• Proficiency in data analysis tools and software (e.g., Excel,)

• Strong analytical skills with the ability to interpret complex data and generate actionable  insights

• Excellent communication and presentation skills, with the ability to effectively communicate findings and recommendations to stakeholders

• Detail-oriented and organized, with the ability to manage multiple projects and priorities  simultaneously

• Knowledge of customer experience best practices, product development processes, and  market research methodologies

• Team player with a collaborative mindset and a proactive approach to problem-solving

 

Kindly send all applications to hr@zoodlabs.com The closing date for all applications is on 26th April 2024.

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3.) Chief Commercial Officer

37A Wilkinson Road  Freetown, Sierra Leone.

 

Job Title:Chief Commercial OfficerJob Category:
Department/Group:CommercialJob Code/ Req#:
Location:FreetownTravel Required:

 

Role and Responsibilities

The Chief Commercial Officer will be responsible for overseeing all commercial activities  within the company, including sales, marketing, business development, and customer  relations. The successful candidate will develop and implement commercial strategies that  align with the company’s overall goals and objectives, and drive revenue growth through  effective sales and marketing initiatives. The Chief Commercial Officer will also be responsible  for building and maintaining strong relationships with key customers and partners and  identifying new business opportunities to expand the company’s market presence.

Key Responsibilities: 

• Develop and implement commercial strategies that drive revenue growth and  increase market share.

• Lead and manage the sales, marketing, and business development teams to achieve  sales targets and KPIs.

• Build and maintain strong relationships with key customers and partners to ensure  customer satisfaction and loyalty.

• Identify new business opportunities and develop strategic partnerships to expand the  company’s market presence.

• Analyze market trends and competitor activity to stay ahead of the competition and  drive innovation.

• Collaborate with other senior leaders to align commercial strategies with overall  business objectives.

• Sit with the senior management team and work cross-functionally to maximise  outputs from business projects.

• Monitor and report on key performance metrics to track progress and make data driven decisions.

• Lead and mentor a high-performing team of commercial professionals to achieve  success.

• Responsible for monthly report to management

Qualifications:

 

• Bachelor’s degree in Business, Marketing, or related field; MBA preferred

• Minimum of 5-10 years of experience in commercial leadership roles, with a proven  track record of driving revenue growth and achieving sales targets

• Strong understanding of sales and marketing principles, with experience in developing  and implementing commercial strategies

• Excellent communication and interpersonal skills, with the ability to build and maintain  strong relationships with customers and partners

• Proven leadership and team management skills, with the ability to motivate and inspire  a team to achieve success

• Strategic thinker with the ability to analyze market trends and competitor activity to  drive innovation and stay ahead of the competition

• Results-oriented mindset with a focus on achieving measurable outcomes and  delivering value to the company

 

Kindly send all applications to hr@zoodlabs.com The closing date for all applications is on 26th April 2024.

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4.) Head Brand and Marketing

37A Wilkinson Road, Freetown, Sierra Leone.

 

Job Title:Head Brand and MarketingJob Category:
Department/Group:MarketingJob Code/ Req#:
Location:FreetownTravel Required:

 

Role and Responsibilities

The Head of Brand and Marketing will be responsible for developing and implementing  brand strategies, marketing campaigns, and communication initiatives to enhance brand  awareness, drive customer engagement, and increase market share. The successful  candidate will lead a team of marketing professionals to execute integrated marketing  programs that align with the company’s overall goals and objectives. The Head of Brand  and Marketing will also be responsible for building and maintaining strong brand identity  and positioning in the marketplace.

Key Responsibilities: 

• Develop and execute brand strategies and marketing campaigns to drive brand  awareness and customer engagement

• Lead the development of integrated marketing programs across various channels,  including digital, social media, PR, events, and advertising

• Collaborate with cross-functional teams to ensure brand consistency and alignment  with business goals

• Conduct market research and competitor analysis to identify trends, insights, and  opportunities for growth

• Manage brand assets, including logos, messaging, and visual identity, to maintain brand  integrity and consistency

• Monitor and analyse key performance metrics to track the effectiveness of marketing  initiatives and make data-driven decisions

• Build and maintain strong relationships with key stakeholders, including customers,  partners, and media outlets

• Provide leadership and guidance to a team of marketing professionals to achieve  success

Qualifications: 

• Bachelor’s degree in Marketing, Business, Communications, or related field; MBA  preferred

• 5-10 years of experience in brand management, marketing, or related roles

• Proven track record of developing and executing successful brand and marketing

 

strategies

• Strong understanding of marketing principles, including digital marketing, social media,  PR, and advertising

• Excellent communication and interpersonal skills, with the ability to collaborate with  cross-functional teams and external partners

• Analytical mindset with the ability to interpret market data and consumer insights to  drive decision-making

• Creative thinker with a passion for building strong brands and engaging customers • Leadership experience with a track record of motivating and inspiring a team to achieve  results

 

Kindly send all applications to hr@zoodlabs.com The closing date for all applications is on 26th April 2024.

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5.) Online and Digital Marketing Specialist

37A Wilkinson Road Freetown, Sierra Leone.

 

Job Title:Online and Digital Marketing  SpecialistJob Category:
Department/Group:MarketingJob Code/ Req#:
Location:FreetownTravel Required:

 

Role and Responsibilities

The Online and Digital Marketing Specialist will be responsible for developing and  implementing online marketing strategies to reach target audiences, drive website traffic,  and generate leads. The successful candidate will have a strong understanding of digital  marketing tactics, including SEO, SEM, social media, email marketing, and content  marketing. The Online and Digital Marketing Specialist will work closely with the  marketing team to execute campaigns, analyse performance metrics, and optimize  strategies to achieve marketing goals.

Key Responsibilities:

• Develop and implement online marketing strategies to drive brand awareness,  customer engagement, and lead generation

• Manage digital marketing channels, including website, social media, email campaigns,  and online advertising

• Conduct keyword research and optimize website content for search engines (SEO)

• Create and manage pay-per-click (PPC) advertising campaigns to drive website traffic  and conversions (SEM)

• Develop and execute social media campaigns to engage followers and build brand  loyalty

• Create and distribute email campaigns to nurture leads and drive conversions

• Monitor and analyze key performance metrics to track the effectiveness of digital  marketing initiatives and make data-driven decisions

• Stay informed of industry trends and best practices to drive innovation and stay ahead  of the competition

Qualifications:

• Diploma Bachelor’s degree in Marketing, Digital Marketing, Communications, or related  field

• 2-5 years of experience in digital marketing, online marketing, or related roles

• Strong understanding of digital marketing tactics, including social media, email  marketing, and content marketing

 

 

• Proficiency in digital marketing tools and platforms, such as Google Analytics, Google  Ads, Facebook Ads Manager, and email marketing software

• Excellent communication and interpersonal skills, with the ability to collaborate with  cross-functional teams and external partners

• Analytical mindset with the ability to interpret data and metrics to drive decision making

• Detail-oriented and organized, with the ability to manage multiple projects and  priorities simultaneously

• Creative thinker with a passion for digital marketing and staying up-to-date with  industry trends

 

Kindly send all applications to hr@zoodlabs.com The closing date for all applications is on 26th April 2024.

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6.) Marketing and Communication Specialist

37A Wilkinson Road Freetown, Sierra Leone.

 

Job Title:Marketing and Communication  SpecialistJob Category:
Department/Group:MarketingJob Code/ Req#:
Location:FreetownTravel Required:

 

Role and Responsibilities:

The Marketing and Communication Specialist will play a key role in developing and  implementing marketing and communication strategies to promote our products/services,  engage customers, and drive business growth. The successful candidate will be responsible  for creating content, managing social media platforms, coordinating marketing campaigns,  and supporting various communication initiatives. The Marketing and Communication  Specialist will work closely with the marketing team to ensure brand consistency and  alignment with company goals.

Key Responsibilities: 

• Develop and execute marketing and communication strategies to promote  products/services and enhance brand visibility

• Create engaging content for marketing materials, including website, social media, email  campaigns, and promotional materials

• Manage social media platforms and engage with followers to build brand awareness and  drive customer engagement

• Coordinate marketing campaigns, including advertising, promotions, and events, to reach  target audiences and achieve marketing goals

• Monitor and analyze key performance metrics to track the effectiveness of marketing  initiatives and make data-driven decisions

• Support internal and external communication initiatives, including press releases,  newsletters, and presentations

• Collaborate with cross-functional teams to ensure brand consistency and alignment with  company goals

• Stay informed of industry trends and best practices to drive innovation and stay ahead of  the competition

Qualifications: 

• Bachelor’s degree in Marketing, Communications, Public Relations, or related field

• 2-3 years of experience in marketing, communications, or related roles

• Strong writing and editing skills, with the ability to create compelling content for various  marketing channels

 

 

• Proficiency in social media management and analytics tools

• Knowledge of marketing principles, including digital marketing, social media, and content  marketing

• Excellent communication and interpersonal skills, with the ability to collaborate with cross functional teams and external partners

• Detail-oriented and organized, with the ability to manage multiple projects and priorities  simultaneously

• Creative thinker with a passion for marketing and communication

 

Kindly send all applications to hr@zoodlabs.com The closing date for all applications is on 26th April 2024.

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7.) Indirect and Online Sales Analyst

37A Wilkinson Road Freetown, Sierra Leone.

 

Job Title:Indirect and Online Sales AnalystJob Category:
Department/Group:CommercialJob Code/ Req#:
Location:FreetownTravel Required:

 

Role and Responsibilities

The Indirect and Online Sales Analyst will play a crucial role in analysing and optimizing our  indirect and online sales channels to drive revenue growth and improve overall sales  performance. The successful candidate will be responsible for gathering and analysing sales  data, identifying trends and insights, and providing actionable recommendations to enhance  sales strategies. The Indirect and Online Sales Analyst will work closely with the sales team to  develop and implement strategies to maximize sales through these channels and improve  customer engagement.

Key Responsibilities:

• Analyse sales data from indirect and online channels to identify trends, patterns, and  opportunities for improvement

• Develop reports, dashboards, and presentations to communicate key insights and  recommendations to the sales team

• Collaborate with cross-functional teams to develop and implement strategies to optimize  indirect and online sales channels

• Monitor and track key performance metrics to evaluate the effectiveness of sales strategies  and initiatives

• Conduct market research and competitor analysis to stay informed of industry trends and  best practices

• Support the sales team in developing pricing strategies, promotions, and marketing  campaigns for indirect and online channels

• Identify opportunities for process improvements and automation to streamline sales  operations and enhance efficiency

• Provide ad-hoc analysis and support to the sales team as needed

Qualifications:

• Diploma or Bachelor’s degree in Business, Marketing, Economics, or related field; Master’s  degree preferred

• 2-3 years of experience in sales analysis, data analytics, or related roles

• Proficiency in data analysis tools and software (e.g., Excel,)

• Strong analytical skills with the ability to interpret complex data and generate actionable

 

 

insights

• Excellent communication and presentation skills, with the ability to effectively  communicate findings and recommendations to stakeholders

• Detail-oriented and organized, with the ability to manage multiple projects and priorities  simultaneously

• Knowledge of indirect and online sales channels

• Team player with a collaborative mindset and a proactive approach to problem-solving

 

Kindly send all applications to hr@zoodlabs.com The closing date for all applications is on 26th April 2024.

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8.) Head, Customer Experience & Happiness

 

Job Title:Head, Customer Experience &  HappinessJob Category:
Department/Group:Customer ServiceJob Code/ Req#:
Location:FreetownTravel Required:

 

Role and Responsibilities

The Head of Customer Experience and Happiness will be responsible for developing and  implementing strategies to enhance the overall customer experience, drive customer  satisfaction, and build long-term customer loyalty. The successful candidate will lead a team  of customer service professionals to deliver exceptional service, resolve customer issues, and  foster positive relationships with customers. The Head of Customer Experience and  Happiness will also be responsible for analysing customer feedback, identifying opportunities  for improvement, and implementing initiatives to enhance customer happiness.

Key Responsibilities: 

• Develop and implement strategies to enhance the overall customer experience and drive  customer satisfaction

• Lead a team of customer service professionals to deliver exceptional service and resolve  customer issues in a timely and effective manner

• Foster a customer-centric culture within the organization and instil a focus on customer  happiness at every level

• Analyse customer feedback and data to identify trends, insights, and opportunities for  improvement

• Implement initiatives to improve customer happiness, loyalty, and retention

• Collaborate with cross-functional teams to ensure alignment of customer experience  strategies with business goals

• Monitor and track key performance metrics related to customer satisfaction, service levels,  and customer loyalty

• Provide leadership and guidance to the customer service team to achieve success and  exceed customer expectations

Qualifications: 

• Bachelor’s degree in Business, Marketing, Communications, or related field; MBA preferred

• 5-10 years of experience in customer experience, customer service, or related roles

• Strong understanding of customer experience principles and best practices

• Excellent communication and interpersonal skills, with the ability to build positive

 

relationships with customers and team members

• Analytical mindset with the ability to interpret customer data and feedback to drive  decision-making

• Leadership experience with a track record of motivating and inspiring a team to deliver  exceptional customer service

• Passion for customer happiness and a commitment to exceeding customer expectations • Creative thinker with a focus on innovation and continuous improvement in customer  experience

 

Kindly send all applications to hr@zoodlabs.com The closing date for all applications is on 26th April 2024.

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9.) Head, Sales and Distribution

 

Job Title:Head, Sales and DistributionJob Category:
Department/Group:CommercialJob Code/ Req#:
Location:FreetownTravel Required:

 

Role and Responsibilities:

The Head of Sales and Distribution will be responsible for overseeing all sales and distribution  activities within the company, including developing sales strategies, managing distribution  channels, and driving revenue growth. The successful candidate will lead a team of sales  professionals to achieve sales targets and KPIs and develop and implement distribution  strategies to maximize market reach and penetration. The Head of Sales and Distribution will  also be responsible for building and maintaining strong relationships with key customers and  partners, and identifying new business opportunities to expand the company’s market  presence.

Key Responsibilities: 

• Develop and implement sales strategies that drive revenue growth and achieve sales  targets

• Lead and manage the sales team to ensure alignment with company goals and objectives • Develop and implement distribution strategies to maximize market reach and penetration • Build and maintain strong relationships with key customers and partners to drive business  growth

• Identify new business opportunities and develop strategic partnerships to expand market  presence

• Analyse market trends and competitor activity to stay ahead of the competition and drive  innovation

• Monitor and report on key performance metrics to track progress and make data-driven  decisions

• Lead and mentor a high-performing team of sales professionals to achieve success

Qualifications: 

• Bachelor’s degree in Business, Marketing, or related field; MBA preferred

• Minimum of 5-10 years of experience in sales and distribution roles, with a proven track  record of driving revenue growth and achieving sales targets

• Strong understanding of sales and distribution principles, with experience in developing and  implementing sales and distribution strategies

• Excellent communication and interpersonal skills, with the ability to build and maintain

 

strong relationships with customers and partners

• Proven leadership and team management skills, with the ability to motivate and inspire a  team to achieve success

• Strategic thinker with the ability to analyse market trends and competitor activity to drive  innovation and stay ahead of the competition

• Results-oriented mindset with a focus on achieving measurable outcomes and delivering  value to the company

 

Kindly send all applications to hr@zoodlabs.com The closing date for all applications is on 26th April 2024.