Chief Marketing & Customer Experience Officer

Purpose :-

Overseeing the development of marketing strategy to lead customer complaints by reaching the

customer satisfaction goal and leading brand in order to maximize possible revenue streams, loyalty, and overall experience. You will play a critical role in shaping a high quality of marketing, brand management,

and customer satisfaction by ensuring a seamless and personalized experience across all touchpoints. Your

focus will be on driving marketing-centricity throughout the organization and fostering a culture that puts the

customer at the center of decision-making.

KEY ACCOUNTABILITIES AND ACTIVITIES

Key Accountability Areas

Key Activities

Main Duties and Responsibilities

• Maintain knowledge of all marketing objectives, administer everyday activities for all marketing plans,
• and provide promotional strategies.
• Administer all marketing promotional activities for brands, evaluate new products for all activities, and
• design appropriate annual budgets for all expenses.
• Monitor all requests for product upgrades, design various marketing and advertising initiatives, and
• recommend various brand promotion strategies.
• Prepare brand strategies, ensure compliance with all cost agreements and procedures, and assist all
• brand operations in implementing various marketing strategies.
• Prepare plans to ensure achievement of all market share objectives, coordinate with all international and
• national teams to implement all brand plans, and design all associate media plans.
• Develop and implement innovative marketing strategies to achieve corporate revenue goals.
• Lead market research initiatives to identify consumer trends and competitive markets.
• Organize the daily running of the Customer Complaints, effective resource planning and implementing
• contact center strategies and operations.
• Setting and meeting performance targets for speed, efficiency, customer satisfaction, NPS and quality.
• Evaluating all relevant communications, records and data are updated and recorded.
• Develop and execute a comprehensive customer experience strategy aligned with the organization's
• overall goals and objectives.
• Represents operations during the solution development.
• Responsible for managing all aspects of client interaction (managing client expectations, managing meetings and communication projects).
• Organizing service delivery to customers to ensure high customer satisfaction levels and customer
• retention.
• Evaluate on all customer inquiries/ complaints through reports in order to ensure they have been resolved
• by creating metrics to avoid any delay and enhance customer satisfaction.
• Organizes input to develop and implement policies, processes and procedures, identifying potential areas of improvement, to support the division.

People Management

• Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Manage, guide and assist direct reports to perform their functional operations in accordance with set policies and procedures

QUALIFICATIONS

• Bachelor’s Degree Required.
• Master’s Degree Preferred.
• Professional Certificates.