Brand Experience Manager

4 days ago

Johannesburg, Gauteng, South Africa ATripleA Recruitment and Temps Full time
Main Purpose:

The Brand Manager plays a pivotal role in bridging the gap between the customer and the brand they interact with. Their primary objective is to ensure that every touchpoint across the customer journey is engaging, efficient, and effective. By leveraging insights from the customer experience, the Brand Manager aims to augment the customer experience and foster customer loyalty.

Key Performance Areas:
  • Identify opportunities to enhance the brand experience and drive customer satisfaction
  • Develop and implement strategies to retain customers and switch them from competitor brands
  • Map the customer journey and proactively intervene to address customer needs
  • Lead the team in effective resolution of customer and brand-related issues and handle escalations
  • Develop listening points in the customer journey and segment the customer base
  • Design and implement strategies to address segmented customer needs based on their progress on the adoption curve
  • Test new strategies for driving customer value
  • Develop and implement customer experience strategies
  • Review and analyze data to inform customer experience decisions
  • Segment customers and audiences into meaningful groups
  • Use data insights to drive improvements and maintain the feedback loop
  • Collaborate with the team to deliver on customer experience objectives
  • Own and maintain the brand blueprint/DNA
Effective Execution of Customer Experience Strategy:
  • Define objectives and develop hypotheses
  • Establish a method of execution and implement
  • Monitor and iterate based on customer experience and response
  • New representative brand onboarding
Minimum Requirements:
  • 3-year degree in a relevant field (Medical or Medically related degree / BSc / Marketing etc.)
  • 3-5 years' experience in managing Consumer brands (Fast Moving Consumer Goods (FMCG) and OTX Pharmaceutical experience advantageous)

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