Brand Experience Manager

4 weeks ago


Johannesburg, Gauteng, South Africa ATripleA Recruitment and Temps Full time
Brand Manager OTX Job Description

Main Purpose:

The Brand Manager OTX plays a pivotal role in bridging the gap between the customer and the brand they work 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 OTX aims to augment the customer experience and foster customer loyalty.

Key Performance Areas:

  • 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 the 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 values
  • Develop and implement customer experience strategies
  • Review and pull insights from analytics and data
  • Segment customers and audiences into meaningful groups
  • Use 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

Minimum Requirements:

  • 3-year degree (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)
  • Marketing experience of these OTC brands in the Rx space to Health Care Professionals
  • Project management
  • Agency management
  • Performance monitoring, outlier diagnosis, and management
  • Customer engagement and feedback to market insights
  • Key Opinion Leader (KOL) management
  • 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
  • Organisation
  • 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
  • Good leadership skills
  • Collaboration skills
  • May be required to work overtime when requested
  • Regular travel required


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