Chief Marketing and Customer Experience Officer Job in Kenya

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.

Key Outputs include: Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy

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.


Only candidates short-listed for interview will be contacted.