Reports to: Chief Operations Officer
Direct Reports:
Customer Service Supervisor
Call Centre Supervisor
Media/Digital Supervisor
Role Summary
- The overall purpose of this job is to develop and implement strategies that enhance the company’s digital presence, strengthen the brand and improve customer engagement.
- This role involves managing digital marketing campaigns, overseeing brand management activities and ensuring a seamless customer experience across all digital platforms.
- This role is crucial for driving brand awareness, increasing customer loyalty and achieving business growth through effective digital and brand management strategies.
Duties and Responsibilities
- Develop and implement comprehensive Customer Experience strategies that align with the company's overall business objectives.
- Lead and manage high-performing Customer Experience teams. This involves setting clear goals, providing training and ensuring that team members are motivated and working efficiently towards common objectives.
- Responsible for developing and implementing marketing strategies to promote the company’s products through conducting market research, campaign management and collaboration with other key departments.
- Collaborating with the Sales team to develop customer engagement strategies, managing key accounts and ensuring high levels of customer satisfaction.
- Enhance the company's brand reputation and market positioning through overseeing marketing campaigns, public relations efforts to build and maintain a strong brand presence.
- Track and analyze KPIs to assess the effectiveness of Customer service activities helping in making data-driven decisions and optimizing strategies for better results.
- Ensure the company’s strong digital presence through targeted digital marketing campaigns, online marketing efforts and social media marketing to reach and engage with a wider audience.
- Create and execute digital marketing strategies that align with business objectives, oversee and manage all digital platforms, including websites, blogs, emails and social media channels.
- Develop and maintain a strong brand image and ensure consistent brand messaging across all channels by collaborating with other departments to ensure brand strategies are effectively implemented.
- Analyze digital marketing metrics and customer feedback to measure the effectiveness of campaigns and strategies.
- Prepare reports on digital marketing performance and provide insights for improvement.
- Ensure compliance with digital marketing regulations and data privacy laws, stay updated with the latest digital trends and technologies to keep the company ahead of the competition.
- Participate as a member of senior management in formulating corporate strategies, policies, plans and budgets and in monitoring the company’s performance to ensure that the corporate objectives and targets are achieved.
- Participate in the preparation of the departmental budget and work program and follow up its implementation upon approval.
- Identify, develop and retain talented staff including completing performance appraisals, personal development and succession plans effectively and on time in accordance with the established talent management programs.
- Adhere to compliance and operational risk controls in accordance with the company's and regulatory standards, policies and practices and ensure that all staff are familiar with them.
- Develop accountability structures, oversee periodic reporting and monitor the performance indicators for the department.
Requirements
- Minimum of a Bachelor’s Degree in either business-related studies or PR & Communication
- Minimum of 6 years of experience in a similar industry or a related role with a minimum of 3 years at senior level.
- Proven and extensive track record of driving Customer experience from Retail Banking, Corporate Banking, Telecoms or hospitality industry.
- Experience in managing Contact Centre operations.
- Proficiency in using customer service software and tools such as CRM systems.
- Ability to lead and motivate a team, setting clear goals, providing guidance and fostering a positive work environment.
- Excellent verbal and written communication skills to interact with customers, colleagues, and other departments effectively. This includes active listening, empathy and the ability to convey information clearly and concisely.
- Strong problem-solving skills to address customer issues and resolve conflicts in a timely and effective manner.
- Flexibility to adapt to changing customer needs, business priorities, and technological advancements in the field of customer service.
- Ability to make informed and timely decisions to address customer issues, allocate resources effectively, and drive continuous improvement in customer service operations.
- Ability to analyse customer service data to identify trends, patterns, and areas for improvement.
- Implementing quality assurance processes to ensure consistent delivery of high-quality customer service across all channels.
- Basic technical knowledge to troubleshoot common customer issues and provide technical support when necessary.
