Senior CX and Digital Marketing at Wasoko

About The Role

• Working closely with the Global Head of Marketing, the Senior CX & Digital Marketing Manager, will be responsible for developing and executing comprehensive customer experience (CX) and digital marketing strategies to enhance customer engagement, drive revenue growth, and strengthen retention. You will lead a team of marketing professionals and collaborate with cross-functional teams to create innovative and impactful marketing campaigns across various digital channels.

About You

• You will play a crucial role in shaping the customer experience and driving the digital marketing efforts of the organization. Your strategic thinking, leadership skills, and passion for delivering exceptional customer experiences will contribute to the overall success and growth of the business.
• Role Location: To be based in any of our operating countries.

Requirements:

• Develop CX Strategy: Formulate a customer experience strategy that aligns with the overall business objectives and enhances the brand's reputation. Identify opportunities to improve customer interactions across all touchpoints and ensure a seamless and personalized experience.
• Digital Marketing Strategy: Develop and execute a digital marketing strategy that encompasses various channels such as social media, SEO, content marketing, paid advertising, and more. Ensure consistent messaging and branding across all digital platforms.
• Team Leadership: Lead and mentor a team of marketing professionals, providing guidance, support, and development. Foster a collaborative and innovative work environment to drive creativity and excellence in marketing campaigns.
• Customer Journey Mapping: Analyze customer journey data and identify pain points and opportunities to improve customer satisfaction and engagement. Develop customer journey maps to guide marketing efforts and enhance the overall customer experience.
• Data-driven Insights: Utilize data analytics tools and platforms to gather insights on customer behavior, campaign performance, and market trends. Translate these insights into actionable strategies and initiatives to optimize marketing efforts.
• Content Creation and Distribution: Oversee the creation and distribution of compelling and relevant content across various digital channels. Ensure the content is aligned with the brand's tone and messaging and resonates with the target audience.
• Collaboration and Stakeholder Management: Collaborate with cross-functional teams, including product management, sales, and customer support, to align marketing strategies with business objectives. Manage relationships with external agencies and vendors to execute marketing campaigns effectively.
• Budget Management: Develop and manage the marketing budget, ensuring optimal allocation of resources across various marketing initiatives. Monitor campaign performance and ROI, making data-driven adjustments as necessary.

Great to have:

• Bachelor's degree in marketing, business, or a related field. Master's degree is a plus.
• Proven experience (typically 7+ years) in digital marketing, customer experience, or a related role, preferably in a managerial capacity in FMCG and E-commerce.
• Strong understanding of digital marketing channels and techniques, including social media, email marketing, SEO, content marketing, and paid advertising.
• Proficiency in data analysis and using analytics tools to drive actionable insights.
• Excellent leadership and team management skills, with the ability to motivate and inspire a diverse team.
• Strategic thinker with a customer-centric mindset and a track record of delivering successful CX and digital marketing strategies.
• Strong communication and presentation skills, with the ability to effectively convey complex ideas to stakeholders at all levels.
• Up-to-date knowledge of industry trends, best practices, and emerging technologies in CX and digital marketing.
• Autonomy to initiate & execute responsibility under minimum guidance
• Ability to work in fast-paced environment, showing clear examples of resilience