Client Relations Officer
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Job summary
This role covers individual learners. It blends customer experience, sales support, coordination, and relationship management to deliver Centonomy’s promise of transforming how people think, earn, and invest money.
Min Qualification:
Bachelors
Experience Level:
Mid level
Experience Length:
2 years
Job descriptions & requirements
Department: Marketing & Client Relations
Reports To: Head of Marketing
Location: Nairobi, Kenya (Hybrid)
Type: Full-Time
Role Overview
The Client Relations Officer (CRO) is at the center of the Centonomy experience. Once the marketing team generates leads, the CRO takes over - onboarding clients, managing their learning journey, coordinating classes and graduations, and ensuring a smooth transition into the alumni community.
This role covers individual learners. It blends customer experience, sales support, coordination, and relationship management to deliver Centonomy’s promise of transforming how people think, earn, and invest money.
Key Responsibilities
1. Client Experience & Relationship Management
● Manage client onboarding for all Centonomy programs, ensuring smooth registration, orientation, and follow-up.
● Build and maintain strong relationships with clients, tracking satisfaction and progress throughout their learning journey.
● Provide personalized support and follow-up communication (calls, emails, WhatsApp, etc.) to enhance engagement.
● Gather client feedback and coordinate with the Learning Department to improve content delivery and experience.
2. Client Retention & Upselling
● Drive retention into subsequent programs or advanced courses (e.g., Centonomy 101 → Entrepreneurship).
● Maintain accurate records of alumni and track client progression across programs.
● Identify cross-selling opportunities and introduce relevant programs or events to existing clients.
● Support the creation and management of referral programs to encourage alumni advocacy.
3. Sales & Enrollment Support
● Handle inquiries (calls, emails, walk-ins, social media leads) and convert them into enrollments.
● Support marketing campaigns and open days by communicating program value and client success stories.
● Work with the marketing team to ensure consistent messaging and client follow-up.
4. Data & Reporting
● Maintain up-to-date client databases (CRM) with all communication, payments (in collaboration with Finance Team), and progress tracked.
● Generate weekly and monthly reports on enrollments, retention (attendance and retention in class), and client satisfaction.
● Analyze data to recommend improvements to client experience and retention strategies.
5. Events & Community Engagement
● Support the Community Manager in putting together alumni events, networking sessions, and client meetups.
● Coordinate graduations and special sessions to reinforce the Centonomy community as well as improve the learning experience.
● Represent Centonomy at external events or exhibitions when needed.
Key Performance Indicators (KPIs)
● Client satisfaction scores (NPS, CSAT - surveys, testimonials, and feedback).
● Retention rate (clients staying through the whole program).
● Client renewal/cross-selling. (clients progressing to next program)
● Referral rate and engagement level.
● Timeliness and accuracy of reporting and data management.
Educational Qualifications
● Diploma or Bachelor’s Degree in Business Administration, Marketing, Communication, Customer Service, Public Relations, or a related field.
● Additional certification in Customer Relationship Management (CRM), Sales, or Communication is an added advantage.
Professional Experience
● 2-5 years of experience in customer service, client relations, account management, or sales support.
● Proven track record in handling clients, resolving complaints, and maintaining customer satisfaction.
● Experience working with CRM software (e.g., Monday.com, Zoho) or call center tools is preferred.
Key Skills and Competencies
● Excellent communication and interpersonal skills — both written and verbal.
● Strong problem-solving and conflict-resolution abilities.
● Ability to handle pressure, remain calm, and think clearly in challenging situations.
● Attention to detail and ability to multitask efficiently.
● Empathy and patience when dealing with customers.
● Good organizational and administrative skills.
● Proficiency in Microsoft Office Suite (Word, Excel, Outlook) or equivalent tools.
● Sales or upselling ability is an added plus, especially for service-based companies.
Personal Attributes
● Professional, friendly, and positive attitude.
● Team player who collaborates well across departments.
● Self-motivated and proactive in following up with clients.
● High level of integrity and confidentiality.
● Customer-centric mindset with a passion for creating excellent client experiences.
The Ideal Fit
You’re people-centred, emotionally intelligent, and obsessed with follow-through. You believe in what Centonomy teaches, and it shows when you talk to clients. You can balance empathy with accountability, and you measure your success by the number of people who stay, grow, and refer others.
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