Chief Marketing and Customer Experience Officer

By Live Lover -


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


Interested Applicants should submit their CV’s clearly marked “CMCO” on the subject line to: talentresourcing14@gmail.com. The Closing date for all applications is 31st January 2015

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