Brand Manager

2 days ago

Johannesburg, South Africa Specd Full time

**Key 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 clients behalf - Guide team in effective resolution of customer issues 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 **EDUCATION AND EXPERIENCE** - 3 Year degree (Sciences e.g. BSc) - 3 - 5 years experience in managing RX/OTX brands **SKILLS/PHYSICAL COMPETENCIES** - Project management - Agency engagement - Performance monitoring, outlier diagnosis and management - Customer engagement and feedback to market insights - 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 **BEHAVIOURAL QUALITIES** - 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- Regular travel required ( as part of performance management of portfolio)

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