Job Ref. No: JAML018
Role
Purpose:
The main purpose is to lead the marketing and
communication function to drive business growth, enhance brand visibility, and
effectively communicate with customers, agents, and stakeholders. The role is
critical in developing and implementing marketing strategies, managing brand
reputation, and ensuring consistent and impactful communication across various
channels.
Main Responsibilities:
Strategy
Marketing Strategy:
- Develop and execute comprehensive
marketing strategies to promote Asset Management products and increase
market share while ensuring alignment with customer experience goals.
- Integrate customer-centric
elements into marketing strategies to enhance the overall customer
journey.
Marketing Journey Mapping:
- Analyze and optimize the customer
journey, identifying pain points and opportunities to improve customer
experience at each touchpoint.
- Implement strategies to address
customer feedback and enhance satisfaction throughout the marketing
process.
Business Growth Opportunities:
- Identify opportunities for
business growth, market expansion, and product/service enhancements with a
focus on improving the overall customer experience.
- Monitor key performance
indicators and metrics related to customer satisfaction and use insights
to drive strategic decisionmaking.
Market Research and Analysis:
- Conduct market research and
analysis to identify emerging trends, competitive landscapes, and customer
needs, ensuring insights contribute to customer-centric decision-making.
- Analyze customer feedback and
incorporate findings into the development and adjustment of marketing
strategies.
Financial Analysis and Operational Efficiency:
- Conduct financial analysis with a
customer-centric lens, identifying cost-saving opportunities without
compromising the quality of customer service.
- Recommend strategies to improve
profitability and operational efficiency, particularly those that
positively impact the customer experience.
Operational
Brand Management:
- Oversee brand positioning,
identity, and messaging to ensure a consistent and compelling brand image
that resonates positively with customers.
- Implement branding strategies
that reinforce a positive customer perception of the Asset Management
products.
Marketing Campaigns:
- Conceptualize and execute
marketing campaigns with a focus on generating leads, engaging customers,
and providing a seamless and positive customer experience.
- Incorporate customer feedback and
preferences into campaign planning and execution.
Digital Marketing:
- Lead digital marketing
initiatives, including social media, email marketing, content marketing,
and website optimization, with a focus on enhancing the overall digital
customer experience.
- Leverage digital channels to
gather customer insights and tailor marketing efforts accordingly.
Market Research:
- Conduct market research with a
customer-centric approach, understanding customer needs, preferences, and
expectations to inform marketing strategies.
- Utilize customer feedback to
continuously improve and refine market research methodologies.
Product Marketing:
- Collaborate with product teams to
develop and execute effective product marketing plans that highlight
unique selling propositions and features that enhance the customer
experience.
- Ensure product messaging aligns
with customer needs and expectations.
Public Relations:
- Oversee public relations
activities to manage the company’s reputation, media relations, and crisis
communications, ensuring a positive impact on the customer experience.
- Implement strategies that foster
trust and transparency with customers through PR efforts.
Internal Communication:
- • Develop and implement internal
communication strategies that ensure employees are well-informed and
aligned with the company’s marketing and business objectives.
- • Communicate customer feedback
and insights internally to improve overall business operations.
Marketing Analytics:
- Utilize marketing analytics and
key performance indicators (KPIs) to measure campaign effectiveness,
identify opportunities, and optimize marketing efforts for an improved
customer experience.
- Analyze customer behavior data to
enhance personalized marketing approaches.
Budget Management:
- • Manage the marketing budget
effectively, ensuring optimal allocation of resources for maximum impact
on both marketing outcomes and customer experience improvements.
Corporate
Governance
Regulatory Compliance and Asset Management Servicing:
- Adhere to regulatory requirements
and internal policies, ensuring compliance in all aspects of Asset
Management servicing with a focus on protecting and enhancing the customer
experience.
- Implement customer-centric
practices in compliance processes to ensure a positive customer journey.
Data Protection and Privacy Practices:
- Implement and uphold robust data
protection and privacy practices, safeguarding customer information and
ensuring confidentiality while maintaining transparency regarding data
usage.
Internal Controls and Audits:
- Participate in audits and
internal control assessments, addressing any identified gaps or issues
promptly with a commitment to improving customer-related processes.
- Ensure that internal controls
positively impact the customer experience and satisfaction.
Compliance with Applicable Laws and Regulations:
- Ensure compliance with applicable
statutory and regulatory requirements, with a particular focus on how
these compliance measures impact the customer journey.
- Establish mitigation measures
against emerging business risks that could affect the customer experience.
Adherence to Laws and Regulations in Kenya:
- Ensure adherence to the laws and
regulations of Kenya, especially those relevant to the Asset Management
industry, and incorporate a customer-centric approach to regulatory
compliance.
Mitigation Measures for Business Risks:
- Establish and implement
mitigation measures against emerging business risks, particularly those
that could impact the customer experience and satisfaction.
Leadership
& Culture
Team Capabilities and Succession Planning:
- Build the team’s capabilities
with a focus on enhancing customer-centric skills and ensure adequate
succession planning within the department.
- Encourage a customer-focused
mindset among team members.
Corporate Culture and Ethical Practices:
- Foster a corporate culture that
promotes ethical practices and good corporate citizenship while
maintaining a conducive work environment.
- Instill a strong sense of
responsibility for upholding customer-centric values within the
organization.
Initiatives for Positive Company Culture:
- Collaborate with cross-functional
teams to develop initiatives that promote a positive and inclusive company
culture, emphasizing the importance of the customer in the organizational
mission.
Individualized Development Planning:
- Create personalized development
plans for team members that align with their career aspirations and the
organization’s objectives, emphasizing customer-centric skill development.
Performance Evaluations and Feedback:
- Conduct regular performance
evaluations with a focus on how team members contribute to enhancing the
customer experience.
- Set goals that align with
customer-centric objectives and provide constructive feedback to foster
continuous improvement.
Training and Development Needs:
- Identify training and development
needs based on performance gaps, with a particular focus on areas that
directly impact the customer experience.
- Take appropriate action to
address these needs and continuously improve the team’s ability to deliver
exceptional customer service.
Key Competencies:
- Customer-Centric Leadership:
Ability to lead the customer experience function with a strong focus on
meeting customer needs and expectations.
- Data-Driven Decision-Making:
Skill in using customer data and feedback to make informed decisions and
drive improvements.
- Strategic Thinking: Ability to
think strategically and align marketing initiatives with business
objectives and market dynamics.
- Leadership and Team Management:
Skill in leading and motivating marketing teams to achieve performance
goals and foster a collaborative work environment.
- Communication and Persuasion:
Excellent communication skills to effectively convey marketing messages to
various stakeholders and influence decision-making.
- Creativity and Innovation:
Capacity to generate creative ideas and develop innovative marketing
campaigns that differentiate the company in the market.
- Analytical Skills: Proficiency in
analyzing marketing data and metrics to derive actionable insights and
make data-driven decisions.
Academic
Background & Relevant Qualifications:
- Bachelor’s degree in Marketing,
Communications, Business, Finance or any other related course.
- Relevant Marketing Related
Qualifications.
- Minimum 8-10 years’ experience in
a similar role.
- In depth knowledge of Asset
Management products, policies, and regulations.
- Extensive experience in leading
and managing marketing functions, ideally within the Asset Management or
financial services sector.
- Proven experience in developing
and implementing marketing strategies, managing brand reputation, and
executing successful marketing campaigns.
How To Apply
If you are qualified and seeking an exciting new
challenge, please apply via Recruitment@jubileekenya.com quoting
the Job Reference Number and Position by Friday,
15th March 2024 Only shortlisted candidates will be
contacted