Consumer Experience Manager

4 weeks ago

Johannesburg, South Africa Heineken Full time

We Go Places How about you?
Immediate Superior: Channel Lead On Premise
Job Grade: 15
Location: Gauteng

Type of Contract: Permanent

Closing Date: 25 October 2024

Purpose of the Position

The purpose of the Consumer Experience Manager is to work closely with the Sales teams to execute the activation plan for Heineken Beverages offers & brands within each channel, leveraging knowledge about category, customers, competitors and trends in the market. Ensure every interaction with consumers is a positive and memorable experience. The role will support execution of channel marketing projects to support the delivery of volume, turnover, gross margin and market share targets.

KEY RESULT AREAS

- Develop Customer-Centric Strategies by working closely with cross-functional teams to develop and implement strategies that prioritize the needs and preferences of customers. This may involve analyzing customer feedback, conducting market research, and identifying trends to inform decision-making.
- Ensuring consumer insights from the Modern On Premise are adapted to deliver winning strategy.
- Develop and Execute Training programs both for internal staff as well as partner venues in market, quality of serve at the focus of every engagement.
- Conducting research to understand consumer behavior and preferences in the Modern On Premise.
- Analyzing trends related to drinking occasions across beverage categories.
- Develop category specific plans that align with consumer market trends.
- Collaborate with key stakeholders in order to deliver category consumer offers for Modern On Premise.
- Optimize Touchpoints by ensuring that all interaction customers have with the company in the Modern On Premise is positive and consistent with the brand image.
- Oversee the design and implementation of customer journey maps to identify pain points and areas for improvement.
- Implementation of category focused consumer activation plans to drive brand engagement and consumer conversion.
- Collaboration with sales team and customers to deliver category leading consumer activations that drive consumer conversion.
- Measurement and evaluation of all category activations in Modern On Premise.
- Manage Customer Feedback by collecting, analyzing, and responding to customer feedback through various channels such as surveys, social media, and online reviews. Use this feedback to identify trends, address concerns, and make data-driven decisions to improve the overall customer experience.
- Train and Development by overseeing the training and development of frontline staff to ensure they have the necessary skills and knowledge to deliver exceptional customer service. This may involve developing training materials, conducting workshops, and providing ongoing support and coaching. Driving quality excellence in execution.
- Drive Continuous Improvement by leading continuous improvement initiatives aimed at enhancing the overall customer experience. This may involve collaborating with internal teams to implement process improvements, introduce new technologies, or launch innovative customer engagement initiatives.
- Build Customer Relationships by playing an important role in building and maintaining long-term relationships with customers.
- Develop loyalty programs, personalized communication strategies, and other initiatives aimed at increasing customer retention and lifetime value
- Valuable time spent in trade to understand channel dynamics, shopper behaviour, activity execution barriers and opportunities. 70% of time to be spent in trade.
- Follow Heineken Beverages policies and procedures and identify opportunities for continuous improvement.

EDUCATIONAL QUALIFICATIONS

- A Degree/ Diploma in Business, Marketing, Communications or equivalent.

PROFESSIONAL EXPERIENCE AND PERSONAL ATTRIBUTES

- 5 years relevant working experience.
- Exhibit strong management capabilities.
- Experience in understanding the customers need and how to provide an experience.
- Strategic, analytical, and commercial acumen.
- Proficient in MS Office applications.

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. HEINEKEN Beverages is committed to an organisational culture that recognises, appreciates and values inclusion and diversity.

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