Head of Marketing & Customer Relationship Management

JOB TITLE : HEAD, MARKETING & CUSTOMER RELATIONSHIP MANAGEMENT

DEPARTMENT : Marketing & Corporate Communications

REPORTS TO : GMD

LOCATION : Lagos (with nationwide project travel as required)

JOB PURPOSE

The Head of Marketing & CRM provides strategic leadership for all marketing, communications, sales enablement, and customer relationship initiatives supporting the Real Estate Development business. The role drives project visibility, brand positioning, buyer engagement, investor confidence, and customer satisfaction across the lifecycle of real estate developments. This position ensures each development achieves strong market penetration, optimal absorption rates, and consistent customer experience from enquiry to handover.

KEY RESPONSIBILITIES

1. Real Estate Marketing Strategy & Project Positioning

• Lead the marketing strategy for all residential, commercial, and mixed-use developments.
• Develop go-to-market plans, brand positioning, target market segments, and pricing communications.
• Conduct market research and competitive analysis to guide project design, pricing, and sales strategy.
• Manage project branding, marketing narratives, visual identity, and promotional content.
• 2. Project Marketing Campaigns & Sales Enablement
• Drive lead generation and conversion-focused marketing campaigns for real estate projects.
• Develop brochures, site branding, 3D renderings, sales kits, investor pitches, and marketing communications.
• Collaborate with Sales / BD to optimize buyer conversion, documentation flow, and customer onboarding.
• Support project launches, open houses, exhibitions, and digital sales events.
• 3. Customer Relationship Management (CRM)
• Build and manage a CRM system that tracks enquiries, leads, conversions, customer complaints, and engagement.
• Oversee end-to-end customer lifecycle—from enquiry to inspection, offer, onboarding, build updates, handover, and after-sales support.
• Develop customer communication templates : milestone updates, payment reminders, construction progress reports, etc.
• Lead customer service policies and escalation protocols to ensure timely and effective resolutions.
• 4. Investor & Stakeholder Communications
• Prepare investor briefs, project updates, performance dashboards, and milestone reports.
• Coordinate communication with corporate buyers, investment partners, and strategic stakeholders.
• Ensure high-quality communications across project phases : approvals, construction, sales milestones, handover.
• 5. Digital Marketing Leadership
• Oversee all digital channels : social media, Google Ads, SEO / SEM, email campaigns, web content, landing pages.
• Build high-performing digital funnels for buyer acquisition and nurturing.
• Use analytics tools to track campaign performance, lead quality, and customer behaviour.
• Strengthen Alpha Meads corporate and real estate brand presence across markets.
• 6. Brand Management & Corporate Communications
• Ensure consistency of messaging across PR, online channels, offline materials, media relations, and stakeholder engagements.
• Lead media engagement, press releases, PR stories, and brand reputation management for real estate-related activities.
• 7. Customer Experience Leadership (CX)
• Define and execute customer journey maps for property buyers and tenants.
• Drive initiatives that improve satisfaction, retention, and Net Promoter Score (NPS).
• Organize customer forums, project tours, communication touchpoints, and feedback loops.
• 8. Leadership & Collaboration
• Lead a team consisting of marketers, digital specialists, CRM officers, content creators, and designers.
• Collaborate with Development, Construction, Facility Management, Sales, Finance, and Legal.
• Ensure Marketing & Corporate Communications support aligns seamlessly with real estate project timelines.

JOB SPECIFICATIONS

1. Qualifications