Chief Marketing and Customer Experience Officer
We are a leader in the
broadcast media sector. Due to expansion and growth, the following position has
come up in our organization.
CHIEF MARKETING AND CUSTOMER EXPERIENCE
OFFICER (CMCO)
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 TV, broadband
or 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
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