Director, Marketing and Customer Service

The role:

Responsible for planning, developing and implementing the company’s marketing and customer service strategy, marketing communications and public relations activities, and driving excellent service quality.

Functions:

• Provide planning and leadership to the marketing department by ensuring that the appropriate structures, systems, competencies and values are developed in order to meet the objectives of the marketing plan.
• Establish customer services goals, develop plans and strategies, and ensure appropriate resources are deployed in other to achieve service objectives
• Develop the company’s branding strategies and guidelines and provides expert advice on brand reinforcement
• Oversee marketing communications, public relations, internal and external publications and communications
• Develop short and long term plans and budget for the marketing and customer service functions, monitor progress, ensure adherence, control budget, evaluate performance and recommend interventions
• Support the pricing policy establishment process
• Organize and direct marketing and strategy meetings and reviews on a regular basis
• Establish a system of reports and communications between marketing, sales and customer service teams and ensure effective management of the teams
• Provide periodic reports to senior management as required
• Drive business growth through new business development, strategic partnerships, product development etc
• Develop, implement and monitor systems and procedures necessary for the smooth operation of the marketing and customer service functions
• Oversee and ensure the regular conduct of relevant market research and analysis including monitoring trends and competitor analysis
• Lead special projects including cause-related marketing and special events

Requirements:

• Minimum of a 1st degree in a related field
• MBA or Masters degree in Marketing, Communications, Public or Media Relations, and/or relevant professional qualification is essential
• Minimum of 12 years professional experience with proven track record