We're looking for an energetic and a self-starter “Marketing and Customer Experience Manager”who will be the primary architect behind an excellent journey and experience for our customers across every touch-points and brandings. We are looking for a Marketing and Customer Experience Manager with passion to lead the pace of change in the company towardscustomer centric approach, brings the experience to create excellent customer journey and to deliver best-in-class marketing and customer experience results. Beyond being a project managerextraordinaire and a tremendouschange agentthat is excited to maximize the impact of the customers through engaging, entertaining and directing content, the successful candidate will also lead the marketing team to translate marketing and loyalty program strategies into execution: both on-site and on digital platforms by acting as a
Qualifications
• University degree from industrial engineering (or other related programs), MBA is preferred,
• Minimum 7 years of total experience with at least 2 years of people management experience,
• Minimum 2 years of management experience in data-driven environment and in marketing, specifically customer experience units,
• A strategy guru: Using the left & right sides of your brain to create a vision and give direction + purpose to a team of high performers gives you energy
• A dot connector: Figuring out complex business challenges with limited to no precedent doesn’t faze you. You have the unique ability to think differently and pull the big picture and small details all together clearly.
• A change leader: you challenge the business with a mindset shift towards customer while keeping the operational excellence at the highest possible level
• A strong negotiator: ability to influence and have impact, creatively craft and build solution with virtual teams in a multi-cultural environment
• An influencer – You have the ability to communicate complex processes simply and tell the right stories to get cross functional teams to support your proposals.
• A project manager: experience leading a portfolio of projects, diverse skillsets and Technologies
• A creative problem solver - You have the ability to think outside of the box and maintain a flexible approach to problem solving
• An organizer - You have superb organizational skills, attention to detail, and ability to execute a plan in a methodical, structured way
• A data junky - You love compiling data to show progress and guide decision making
• A doer - You thrive in a fast-paced environment; we move quickly and need a teammate who will too
• Someone who loves moving at a fast pace - Desire to be a part of one of a fast-growing technology startup where the only constant is change
• Excellent verbal, written and presentation skills in English
Job description
Marketing Strategy and Management
• Develop, enhance and/or re-design the marketing strategy, value offerings, operations, products and services in line with Company strategy
• Manage and execute marketing and loyalty program plans, and design all customer related document and communication contents - printed, online & offline, manage all digital assets, UX, performance and content; manage the marketing programs portfolio, including people, asset and budget allocations
• Responsible for executing 360o marketing activities by incorporating the customer insights, analytics and facts of the market together with company strategy and vision
• Lead the work by taking into consideration of multi-dimensional stakeholders of agencies, customer analytics, policy lifecycle and customer experience, sales and regulatory parties for the excellent execution of the strategies
• Preparing and execution of targeted/segmented marketing plans, designing new marketing tools, campaigns etc by using / incorporating customer insights/experience or through the periodic analysis of global and local market for new ideas/offerings
• Orchestrating and overviewing the team of marketers, directing the team towards department as well as company goals, responsible for right performing of the marketing team, enhancing the capability and capacity of the team with a to-the-point and focused management approach
Brand Management
• Analysing and evaluating the quick wins for effective brand management, be the change agent for customer centric marketing activities and brand management content
• Periodic monitoring activities on brand, using and reporting the relevant metrics to track the performance on Company brands, implement early warning and recommendation flags to take actions on time
Targeted Marketing and Customer Value Management
• Set up analytics approach of marketing to understand customer insights, needs and expectations in different segments through market research and data analytics
• Enhance the existing loyalty program and increase the attractiveness for corporate and individual stakeholders
• Develop and/or re-design the marketing activities, value offerings as well as sales & service models under loyalty program and other company assets based upon the analytics, insights and other collected data for better customer experience
• Prepare and execute targeted marketing plan to define company’s segmented marketing activities, execute and measure the performance of each activity
• Conduct regular in-house and/or outsourced customer experience research, measure and evaluate the results in top management reporting
Customer Experience Management
• Leads and guides customer experience (CX): By leveraging the in-depth understanding on customer insights, preparing process based customer journey mappings and diagnosing each process Customer Experience status together with relevant functional heads, define pain-points, supporting the preparation of process improvement action plans providing the central vision guidance to them, closing all the loops in the process to ensure the excellence of different elements that form a part of the customer experience and monitoring to achieve defined KPI’s.
• Be the main contact for Customer Centricity. Be the bridge between Marketing and other units to build up the customer centric approach in the company’s DNA and to ensure customer experience improvements and customer centric action plans are in place.
• Controls and follows up every customer related process to be newly designed, is customer centric, user friendly and is in line with the overall marketing and customer experience strategies of the company
