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.