Our client is currently recruiting a Chief Marketing and Customer Experience Officer
Position objective: Reporting to the General Manager, the candidate
will be responsible for coordinating marketing, retention, sales and
distribution, and ensuring a consistent customer experience across the value
chain for all customer segments (mass and premium) and customer facing brands.
1. Marketing and Customer Experience
- Develop and implement local marketing strategy
- Implement overall customer experience strategy
and the overall strategy as part of the CRM initiatives of the country.
- Responsible for owning and building customer
facing brands (i.e. Premium and Mass)
- Responsible for customer relationship
management, agency management, campaign testing, etc.
- Design end to end customer experience
standards and guidelines for Mass and premium, across all touch points in
line with regional strategy.
- Take full ownership of subscribers (i.e. CRM)
– coordinate all subscriber communications
- Creates oversight of end to end customer
experience to ensure execution in line with defined standards – audit all
channels: dealers, retailers, branches, call centres (inbound and
outbound), M&Ps, DSAs.
- Track and benchmark competitor customer
experience strategies across all touch points
2. Sales and Distribution
- Manage forecasts demand by gathering all
relevant data from Channel Development & Relationship manager, Sales
Team Leaders, and other functions (e.g. Strategy, Marketing)
- Translates forecast into individual stock
orders in line with defined inventory guidelines and submits to finance
for approval
- Manage in-country stock into warehouse
(including ensuring full delivery)
- Escalates supplier issues as required
- Coordinates all stock delivery logistics,
including DSA stock (currently ordered separately by Sales Team)
- Build and maintain relationships with existing
partners in both formal and M&P channels.
3. Retention
- Responsible for overall implementation of
churn reduction strategy.
- Liaise with key stakeholders on best practice
(e.g., successful campaigns, useful analytics, etc.)
- Manages overall churn and retention process
Qualifications and Experience:
- A University degree in Marketing/Sales or
Communications or any relevant bachelor’s degree.
- An MBA
- 5-10 years senior Sales and Marketing/ product
management experience in the communications industries with
experience in building consumer propositions and managing rights
- Experience in implementing new and profitable
growth strategies and launching new products
- Very good understanding of distribution
delivery platforms and understanding on how to effectively use social
media platforms for marketing and sales
- Understanding of key trends and issues in the
media industry
- Experience in the distribution of FMCG
- Knowledge of the dynamics of consumer and
business sectors across markets.
- Knowledge of the Local market / customer
- A good understanding of Interactive television
Skills
- Strong leadership, management and mentoring
skills
- Excellent networking and relationship building
abilities
- Highly analytical
- Strategic thinker
- Strong negotiation skills
- Excellent communication skills (written and
verbal)
- Results/ Execution driven
- Self-starter
- Creative and innovative
- Cultural sensitivity
- Team player
- Professional values
If you feel you fit the above role,
please send your CV only quoting the job title on the email subject to
jobs@alternatedoors.co.ke
N.B: We do not charge any fee for receiving your CV in our database nor for interviewing.
N.B: We do not charge any fee for receiving your CV in our database nor for interviewing.
Only candidates short-listed for
interview will be contacted.