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Brand Ambassador

2 months ago

Johannesburg, Gauteng, South Africa ATripleA Recruitment and Temps Full time

Main Responsibilities

Brand Manager (BM) bridges the gap between the customer and the brand they work for. The BM ensures that each touchpoint across the customer journey is engaging, efficient, and effective. This role uses customer experience insights to gain a unique perspective.

Key Performance Areas:

  1. Customer Experience Enhancement - Champion opportunities to consistently improve the "Brand" experience.
  2. Customer Retention - Drive customer retention and switch from competitor brands.
  3. Customer Journey Mapping - Map the customer journey and identify opportunities to proactively intervene on the client's behalf.
  4. Issue Resolution - Guide the team in effective resolution of customer and brand-related issues/queries and handle any escalations.
  5. Customer Segmentation - Develop listening points in the customer journey, define, and segment the customer base.
  6. Strategic Development - 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.
  7. Strategy Testing - Test new strategies for driving customer values.
  8. Customer Experience Strategies - Develop and implement customer experience strategies.
  9. Analytics Review - Reviewing and pulling insights from analytics and data.
  10. Customer Segmentation - Segmenting customers and audiences into meaningful groups.
  11. Data-Driven Decision Making - Using insights from data to make improvements, maintain the feedback loop flow, and predict future needs and problems.
  12. Team Alignment - Team alignment and collaboration to deliver on customer experience objectives.
  13. Brand DNA Ownership - Brand blueprint/DNA ownership, and maintenance.
  14. Effective Execution - 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.
  15. New Brand Onboarding - New representative brand onboarding.

Requirements

Minimum Qualifications:

  1. Education - 3-year degree (Medical or Medically related degree/BSc/Marketing, etc.).
  2. Experience - 3-5 years' experience in managing Consumer brands (Fast Moving Consumer Goods (FMCG) and OTX Pharmaceutical experience advantageous).
  3. Marketing Experience - Marketing experience of these OTC brands in the Rx space to Health Care Professionals.
  4. Project Management - Project management.
  5. Agency Management - Agency management.
  6. Performance Monitoring - Performance monitoring, outlier diagnosis, and management.
  7. Customer Engagement - Customer engagement and feedback to market insights.
  8. KOL Management - Key Opinion Leader (KOL) management.
  9. Communication Skills - Excellent communication skills.
  10. Problem-Solving Skills - Strong problem-solving skills.
  11. CX Strategies - Customer experience (CX) strategies.
  12. Clinical Analytical Skills - Clinical analytical skills.
  13. Digital Marketing Insights - Digital and social media marketing insights required.
  14. Critical Thinking - Critical thinking skills and the ability to use data insights to drive marketing strategies and tactics.
  15. Organisation - Organisation.
  16. Relationship Building - Ability to build and maintain relationships with external stakeholders and internal cross-functional team members.
  17. Adaptability - Ability to adapt in a fast-paced, changing growth environment, and to work independently.
  18. Leadership Skills - Good leadership skills.
  19. Collaboration - Collaboration skills.
  20. Overtime - May be required to work overtime when requested.
  21. Travel - Regular travel required.