Business Manager

Reports to: MD

Collaborate with: Head Finance & Head of IT

Supervises: Digital Marketing Specialist, Customer Service Relations Team, Business Development Officer, Operations Officers

🔹 Core Responsibilities

Strategic Planning & Oversight

• Develop and execute monthly and quarterly business plans aligned with occupancy and revenue goals
• Set performance targets across marketing, customer service, and operations functions
• Monitor team output and ensure alignment with brand standards and guest expectations

Performance Management

• Track and analyze key metrics: bookings, leads, conversion rates, campaign ROI, apartment readiness
• Maintain a weekly performance dashboard and present monthly reports to management
• Identify underperforming areas and implement corrective strategies across departments

Team Leadership & Coordination

• Supervise and support all marketing, customer service, business development, and operations staff
• Conduct weekly team reviews to assess progress, resolve blockers, and assign action items
• Foster collaboration between digital, field, and service teams to ensure unified execution

Interdepartmental Collaboration

• Interface with Head of Finance for budget planning, spend tracking, and ROI analysis
• Coordinate with Head of IT to optimize digital tools, analytics, and operational systems
• Align marketing and operational efforts with service delivery and capacity

Brand & Campaign Management

• Oversee all marketing campaigns, ensuring consistency in messaging and brand identity
• Approve content calendars, ad creatives, and promotional materials
• Ensure campaigns are tailored to target audiences (e.g., diplomats, professionals, tourists)

Client Experience & Feedback Integration

• Review customer feedback and satisfaction scores monthly
• Work with Customer Service and Operations teams to improve guest experience and retention
• Implement strategies to increase repeat bookings, referrals, and positive reviews

Business Growth & Partnerships

• Identify and pursue strategic partnerships (e.g., embassies, relocation firms, travel platforms)
• Support Business Development Officer in corporate outreach and proposal submissions
• Explore new market segments and expansion opportunities

Operations Oversight

• Ensure all apartments are maintained to brand standards and ready for guest check-in
• Supervise Operations Officers in managing repairs, inspections, and housekeeping coordination
• Monitor inventory levels, vendor performance, and service quality across all units

Reporting & Accountability

• Submit weekly and monthly performance reports to management
• Ensure all team members are accountable for their KPIs and task completion
• Recommend adjustments to staffing, strategy, or budget based on performance trends

📊 Key Performance Indicators (KPIs)

KPI	Target	Frequency
Total Nights Booked	100+ nights/month	Monthly
Lead Conversion Rate	≥ 20%	Weekly
Occupancy Rate	≥ 60%	Monthly
Marketing ROI	≥ 3x return on ad spend	Monthly
Customer Satisfaction Score (CSAT)	≥ 4.5 / 5	Monthly
Revenue Generated	₦8M+	Monthly
Team Performance Compliance	100% task completion	Weekly
New Strategic Partnerships	2+ per quarter	Quarterly
Campaign Effectiveness	CTR > 2%, CPL < ₦2,000	Weekly
Apartment Readiness Rate	100% before check-in	Daily
Maintenance Resolution Time	< 24 hours	Weekly
Inspection Completion Rate	100% of units/week	Weekly
Reporting Accuracy & Timeliness	100% on-time submission	Weekly/Monthly