Background information about the job or company (e.g., role context, company overview)

Flexi Personnel Ltd is a HR Company that was founded in 2008. It is currently the fastest growing HR firm in Kenya offering a wide range of services including Headhunting and Executive selection, Outsourced Labor management, HR Outsourcing, Outsourced Payroll Management, HR consultancy, Psychometric Assessments and Expatriate Services and relocation support....

JOB PURPOSE:

The Client Service Officer will be responsible for winning new business, building strong client relationships, and delivering high-quality events that exceed customer expectations.

The role combines sales, client relationship management, creative event conceptualization, event planning, and on-site delivery. The officer will manage the client journey from the initial enquiry through to event completion, ensuring that every interaction reflects excellent customer service and that the final event is delivered to the agreed quality, scope, and budget.

The ideal candidate should be commercially driven, creative, highly customer-focused, confident in sales, and passionate about delivering exceptional events.

KEY RESPONSIBILITIES:

Sales & Business Development: -

• Respond to client enquiries promptly and professionally and convert enquiries into confirmed business.
• Identify and pursue new sales opportunities through networking, referrals, client relationships, and other business development activities.
• Understand client needs, budgets, objectives, and expectations and recommend suitable event solutions.
• Prepare proposals, quotations, presentations, and other sales materials.
• Follow up on quotations and proposals and actively manage the sales pipeline.
• Negotiate with clients within approved pricing and commercial guidelines.
• Maintain strong relationships with existing and prospective clients to generate repeat and referral business.
• Meet agreed sales and revenue targets and contribute to the company's overall growth.

Client Service & Relationship Management: -

• Act as the primary point of contact for assigned clients from initial enquiry through to event completion.
• Provide responsive, professional, and solution-oriented customer service throughout the client journey.
• Build strong relationships and understand each client's preferences, expectations, and requirements.
• Manage client expectations clearly and communicate timelines, costs, deliverables, and any changes.
• Handle client concerns or complaints professionally and ensure timely resolution.
• Conduct post-event follow-ups to obtain client feedback, strengthen relationships, and identify future opportunities.
• Strive to create a customer experience that encourages repeat business and referrals.

Creative Event Conceptualization: -

• Develop creative concepts and event experiences based on the client's objectives, theme, audience, venue, and budget.
• Translate client ideas and requirements into practical and visually compelling event concepts.
• Prepare mood boards, design concepts, layouts, presentations, and other visual references where required.
• Coordinate the development of mock-ups and mock setups to demonstrate proposed event designs, décor, branding, furniture, staging, and other elements.
• Work closely with the creative, décor, production, and operations teams to ensure the approved concept can be delivered effectively.
• Present concepts to clients and incorporate agreed feedback and revisions.

Site Visits & Event Planning: -

• Conduct venue and site visits with clients to understand the space, logistics, access, facilities, restrictions, and operational requirements.
• Assess site conditions and identify potential challenges before the event.
• Develop event requirements, timelines, layouts, and implementation plans based on site findings.
• Coordinate with Operations and suppliers to ensure all requirements identified during site visits are addressed.
• Maintain accurate event briefs and ensure client requirements are clearly communicated to the delivery team.

Event Delivery & Site Supervision: -

• Take responsibility for the successful delivery of assigned events from planning through to completion.
• Supervise event setup and ensure the approved concept, design, layout, branding, décor, and other deliverables are implemented correctly.
• Be present on-site as required to oversee event delivery and act as the key client contact.
• Coordinate with operations staff, suppliers, contractors, venues, and other service providers during event execution.
• Conduct quality checks before and during events to ensure agreed standards are met.
• Identify and resolve issues quickly while minimizing disruption to the client and guests.
• Ensure events are delivered on time, within approved scope and budget, and to the expected quality standard.
• Conduct or coordinate event breakdown and ensure the site is appropriately handed over after the event.

Internal Coordination: -

• Work closely with Operations, Creative, Procurement, Finance, Social Media, and other teams to ensure seamless event delivery.
• Prepare clear client briefs and communicate approved requirements to the relevant teams.
• Coordinate timelines, deliverables, budgets, and responsibilities across the event team.
• Ensure changes to client requirements are properly documented, communicated, and approved.
• Provide feedback to management on client needs, market trends, operational challenges, and opportunities for improvement.

QUALIFICATIONS & EXPERIENCE:

Skills & Competencies:

• Strong sales and business development ability.
• Exceptional customer service and relationship-management skills.
• Excellent communication, presentation, and negotiation skills.
• Strong creative and conceptual thinking.
• Ability to translate client ideas into practical event solutions.
• Strong event planning and coordination skills.
• Good understanding of event setup, décor, production, and site operations.
• Strong problem-solving and decision-making skills.
• Excellent attention to detail and follow-through.
• Ability to manage multiple clients and events simultaneously.
• Commercial awareness and ability to work within budgets.
• Confident in conducting client meetings and site visits.
• Good computer literacy and ability to prepare professional proposals and presentations.
• Ability to work flexible hours, including evenings, weekends, and public holidays when required.

• Respond to client enquiries promptly and professionally and convert enquiries into confirmed business.
• Identify and pursue new sales opportunities through networking, referrals, client relationships, and other business development activities.
• Understand client needs, budgets, objectives, and expectations and recommend suitable event solutions.
• Prepare proposals, quotations, presentations, and other sales materials.
• Follow up on quotations and proposals and actively manage the sales pipeline.
• Negotiate with clients within approved pricing and commercial guidelines.
• Maintain strong relationships with existing and prospective clients to generate repeat and referral business.
• Meet agreed sales and revenue targets and contribute to the company's overall growth.
• Act as the primary point of contact for assigned clients from initial enquiry through to event completion.
• Provide responsive, professional, and solution-oriented customer service throughout the client journey.
• Build strong relationships and understand each client's preferences, expectations, and requirements.
• Manage client expectations clearly and communicate timelines, costs, deliverables, and any changes.
• Handle client concerns or complaints professionally and ensure timely resolution.
• Conduct post-event follow-ups to obtain client feedback, strengthen relationships, and identify future opportunities.
• Strive to create a customer experience that encourages repeat business and referrals.
• Develop creative concepts and event experiences based on the client's objectives, theme, audience, venue, and budget.
• Translate client ideas and requirements into practical and visually compelling event concepts.
• Prepare mood boards, design concepts, layouts, presentations, and other visual references where required.
• Coordinate the development of mock-ups and mock setups to demonstrate proposed event designs, décor, furniture, staging, and other elements.
• Work closely with the creative, décor, production, and operations teams to ensure the approved concept can be delivered effectively.
• Present concepts to clients and incorporate agreed feedback and revisions.
• Conduct venue and site visits with clients to understand the space, logistics, access, facilities, restrictions, and operational requirements.
• Assess site conditions and identify potential challenges before the event.
• Develop event requirements, timelines, layouts, and implementation plans based on site findings.
• Coordinate with Operations and suppliers to ensure all requirements identified during site visits are addressed.
• Maintain accurate event briefs and ensure client requirements are clearly communicated to the delivery team.
• Take responsibility for the successful delivery of assigned events from planning through to completion.
• Supervise event setup and ensure the approved concept, design, layout, branding, décor, and other deliverables are implemented correctly.
• Be present on-site as required to oversee event delivery and act as the key client contact.
• Coordinate with operations staff, suppliers, contractors, venues, and other service providers during event execution.
• Conduct quality checks before and during events to ensure agreed standards are met.
• Identify and resolve issues quickly while minimizing disruption to the client and guests.
• Ensure events are delivered on time, within approved scope and budget, and to the expected quality standard.
• Conduct or coordinate event breakdown and ensure the site is appropriately handed over after the event.
• Work closely with Operations, Creative, Procurement, Finance, Social Media, and other teams to ensure seamless event delivery.
• Prepare clear client briefs and communicate approved requirements to the relevant teams.
• Coordinate timelines, deliverables, budgets, and responsibilities across the event team.
• Ensure changes to client requirements are properly documented, communicated, and approved.
• Provide feedback to management on client needs, market trends, operational challenges, and opportunities for improvement.

• Strong sales and business development ability.
• Exceptional customer service and relationship-management skills.
• Excellent communication, presentation, and negotiation skills.
• Strong creative and conceptual thinking.
• Ability to translate client ideas into practical event solutions.
• Strong event planning and coordination skills.
• Good understanding of event setup, décor, production, and site operations.
• Strong problem-solving and decision-making skills.
• Excellent attention to detail and follow-through.
• Ability to manage multiple clients and events simultaneously.
• Commercial awareness and ability to work within budgets.
• Confident in conducting client meetings and site visits.
• Good computer literacy and ability to prepare professional proposals and presentations.
• Ability to work flexible hours, including evenings, weekends, and public holidays when required.

• Diploma in Business Administration, Marketing, Hospitality, Events Management, Communications, or a related field.
• 2–4 years' experience in sales, client service, events, hospitality, or a related customer-facing role.
• Proven sales and business development experience.
• Experience in event planning and delivery is highly desirable.
• Experience dealing directly with corporate and private clients is an advantage.