OTC Brand Manager

2 weeks ago

Johannesburg, South Africa Qetello Holdings Full time

**Duties and Responsibilities**:

- Champion opportunities to consistently Improve the "Brand" experience
- Drive customer retention, and switch from competitor brands
- Map the customer journey and identify opportunities to proactively intervene on the client’s behalf
- Guide team in effective resolution of customer and brand related issues/queries and handle any escalations
- Develop listening points in the customer journey, define and segment the customer base.
- Develop varying strategies to address segmented customer needs based on their progress on the adoption curve, defend the existing customer base and identify opportunities for continuous improvement
- Test new strategies for driving customer value
- Develop and implement customer experience strategies,
- Reviewing and pulling insights from analytics and data
- Segmenting customers and audiences into meaningful groups
- Using insights from data to make improvements, maintain the feedback loop flow, and predict future needs and problems.
- Team alignment and collaboration to deliver on customer experience objectives
- Brand blueprint/DNA ownership and maintenance
- Effective execution of customer experience strategy: Define objectives, develop hypotheses, establish a method of execution, Implement, Monitor and iterate based on customer experience and response.
- New representative brand onboarding

**Qualifications and Experience**:

- 3 Year degree (Non-specific; e.g. Can be Medical or Medically related or Sciences or Marketing etc)
- 3 - 5 year's experience in managing Consumer brands ( Fast Moving Consumer Goods (FMCG) and OTX Pharmaceutical experience advantageous )
- OTX = Over the Counter ( OTC ) brands with marketing experience of these OTC brands to Health Care Professionals.

**Skills and Competencies**:

- Project management
- Agency engagement
- Performance monitoring, outlier diagnosis and management
- Customer engagement and feedback to market insights
- Excellent communication skills
- Strong problem-solving skills
- Customer experience (CX) strategies
- Clinical analytical skills
- Digital and social media marketing insights required
- Critical thinking skills and the ability to use data insights to drive marketing strategies and tactics
- Organised
- Ability to build and maintain relationships with external stakeholders and internal cross-functional team members
- Ability to adapt in a fast-paced, changing growth environment and to work independently.
- Support team
- Good leadership skills
- Collaboration Skills

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