Communications Manager

1 month ago

Sandton, South Africa Ster-Kinekor Theatres Pty Ltd Full time

The incumbent will be responsible for managing the organisation’s customer relations across all B2C portfolios, monitor levels of satisfaction and devise ways for SKT to better communicate with the Loyalty customers to extend, analyse behavioural data, and entrench and leverage their lifecycle with the Ster-Kinekor brand.

**Communications Manager (CRM & Loyalty) Job Duties**:

- Manage the CRM console (MOVIO) and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle
- Proactively identify opportunities and gaps within the CRM console and raise this with the relevant stakeholders.
- Implement communication models and data accuracy strategies aligned to the CRM & Loyalty strategy.
- Must execute the planned strategies across all parts of the business to encourage customer retention, frequency and loyalty.
- Develop a direct marketing CRM plan for the organization owned loyalty programs in an effort to improve the level of personalization within the program.
- Develop testing strategies for all CRM communications to ensure the most effective approach for the company and its products.
- Support all other departments providing strategic rationale, input and support considering CRM within the business.
- Manage the organisation’s acquisition, processing, and storage of customer information to ensure business practices are in line with organization’s POPI policies.
- Understand the Loyalty programmes and its benefits and ensure all communication adheres to all Loyalty programmes’ terms & conditions.
- Investigate and provide feedback on guest complaints relating to Loyalty Programmes, altering rules on the CRM console to mitigate risk where relevant.
- Manage budget allocation to implement strategic communication plans - accurate recons, accruals, and reforecasting.
- Have the ability to draft monthly Manco and quarterly Board reports providing sufficient CRM feedback, including trend analyses.
- Post-campaign analyses to be conducted regularly to understand which communication strategies yields best results.

**Qualifications**:

- Diploma or bachelor’s degree in marketing.

**Experience and Knowledge of**:

- Minimum of 5 years’ experience in a Marketing, Direct Marketing or CRM role
- 2 years Management experience
- MS Office: Advanced
- Campaign Management Tools and solutions

**Skills**:

- Strong verbal and written communications skills, with an ability to express complex concepts in marketing terms.
- Strong, problem-solving, and conceptual skills
- Strong interpersonal skills; ability to work well on cross-functional project teams and foster team
- Commitment to deliverables and good working knowledge of digital and online space
- Ability to adhere to deadlines.

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