ENVIRONMENT: ENSURE that each touchpoint across the customer journey is engaging, efficient, and effective, bridging the gap between the customer and the brand they work for as the next Brand Manager (BM) sought by a dynamic Healthcare Group in Joburg. You will utilize information from the customer experience to gain insights from the customer's unique perspective with the goal of augmenting the customer experience and cultivating customer loyalty. The ideal candidate will require a 3-year Degree (Non-specific, e.g. Can be Medical or Medically related or Sciences or Marketing, etc.) with 3-5 years' experience in managing Consumer brands (Fast Moving Consumer Goods (FMCG) and any OTX = Over the Counter (OTC) brands with marketing experience of these OTC brands to Health Care Professionals will prove beneficial. DUTIES: 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 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. REQUIREMENTS: Qualifications – 3-Year Degree (Non-specific, e.g. Can be Medical or Medically related or Sciences or Marketing, etc.). Experience/Skills – 3-5 Years' experience in managing Consumer brands ( Fast Moving Consumer Goods (FMCG) and OTX Pharmaceutical experience advantageous). OTX = Over the Counter ( OTC ) brands with marketing experience of these OTC brands to Health Care Professionals. Project Management. Agency engagement. Performance monitoring, outlier diagnosis and management. Customer engagement and feedback to market insights. Customer Experience (CX) strategies. Clinical analytical skills. Digital and Social Media marketing insights. Critical thinking skills and the ability to use data insights to drive marketing strategies and tactics. May be required to work overtime. Will be required to travel throughout South Africa for in field work, Conferences, trainings, meetings, etc. ATTRIBUTES: Excellent communication skills. Strong problem-solving skills. Organised. Ability to build and maintain relationships with external stakeholders and internal cross-functional team members. Can adapt in a fast-paced, changing growth environment and to work independently. Supports the team. Good leadership skills. Collaboration skills.
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