Vacancies at Q-Sourcing Servtec Group

• Our client is seeking a Head of Brand Marketing & Communications will report directly to the Chief Executive Officer (CEO) and will be primarily concerned with developing and implementing marketing and communications strategy.
• The role requires a combination of strong marketing, branding and communication skills. You will lead our marketing functions, helping to drive strong business results – and working towards our goal of becoming the leading Made in Africa fashion brand. You will have primary responsibility for customer acquisition and brand engagement and your main focus will be ensuring that our marketing and communication engagement efforts align for success.
• You will be responsible for delivering integrated marketing programs across our various channels (digital & brick-and-mortar), driving awareness, new customer acquisition, retention and loyalty, brand equity, awareness and engagement. You will be tasked with handling the company’s image through marketing campaigns, visual identity, compelling messaging and thoughtful partnerships. You will also oversee the marketing aspects of new product offerings & store openings and will work to ensure that our brand is widely understood both internally and externally.
• You will need to be an enthusiastic multi-tasker with attention to detail, excellent written and verbal communication and an ability to build relationships across internal and external teams.

KEY ROLES AND RESPONSIBILITIES
Revenue Generation & Market Share

• Develop strategic direction and plans with regard to all marketing and communication functions in order to achieve objectives relating to revenue, profitability and market share

Marketing & Communications Strategy

• Develop, execute and analyze the company’s marketing strategy and plans, including promotions and acquisition campaigns
• Test progressive and innovative ideas to position the brand including original campaign concepts that will help tell the company’s story and generate revenue, buzz, and brand love.

Content & Social Media

• Oversee the development and execution of the company’s content strategy across our platforms (internal and external) with the aim of building brand awareness and driving community engagement

External Collaboration

• Seek, manage and grow mutually beneficial relationships with key external partners
• Develop partnerships with like-minded and complimentary brands to drive customer acquisition while engaging our target community.

Project & Financial Management

• Manage the company’s annual marketing budget and creatively deploy resources to maximize our impact

Leadership / Management

• Provide positive leadership by communicating the company’s vision, mission, goals, objectives and policies to the marketing & communication team, translating them into understandable performance indicators and targets for each individual team member.

QUALIFICATIONS AND EXPERIENCE:

• At least a Bachelor’s degree in Marketing, Business Administration, or its equivalent.
• At least 10 years’ experience at a management level in a marketing or communications role in a fashion or retail business.
• Experience working in a Startup.
• Tech Savvy.
• Demonstrated experience managing and training staff.
• A deep understanding of how to use data to drive decisions.

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Job Summary

• A customer Relationship officer, the primary responsibility is to ensure that customers have a positive and satisfying experience when interacting with the company or its products. They are in-charge of managing the overall customer journey, identifying pain points and implementing strategies to enhance customer satisfaction and loyalty. The role will involve collaborating with various departments with the organization to deliver exceptional customer service and improve customer engagement.

Key Roles and Responsibilities

• Customer Journey Management: Analyze and optimize the end to end customer journey, from initial contact to post purchase support, to identify areas for improvement and ensure a seamless experience.
• Customer Support and Issue Resolution: Oversee the customer support team, ensuring prompt and effective handling of customer inquiries, complaints and issues.
• Customer Feedback Analysis: Gather and analyze customer feedback through surveys, reviews and (other channels-after sale service) to gain insights and drive improvements in products and services.
• Customer Engagement Strategies: Develop and execute strategies to enhance customer engagement, such as loyalty programs, personalized communication (Birthdays, Anniversaries) and customer appreciation initiatives.
• Customer Training and Education: Create resources and programs to educate customers about product features, best practices and self-service options to empower them to make the most of their purchases.
• Cross-functional Collaboration: Collaborate with marketing, sales, product development and other teams to align customer experience initiatives and ensure a cohesive approach.
• Customer Retention and Churn management: Implement strategies to retain existing customers, reduce churn rate and win back lost customers.
• Data Analysis and Reporting: Use data analytics tools to track and measure KPI,s related to customer experience ,providing regular reports and recommendations to management. Operating the customer care email account.
• Attending briefing meeting of the sales team and all strategy meetings to provide status according to the OB Records.
• Carry out any other duties at the request of the management as may be assigned from time to time.
• Promptly handles and resolves customers’ issues while maintaining set quality standards of customer service delivery.

Minimum, Qualifications and Skills

• Bachelor’s degree or diploma in business administration or a related field.
• Minimum of 3-5 years of experience in customer experience management, preferably in a similar industry or sector.
• Proven track record in analyzing and optimizing the end-to-end customer journey to enhance overall customer satisfaction and loyalty.
• Demonstrated experience in leading and managing customer support teams, with a focus on prompt and effective issue resolution.
• Strong proficiency in gathering, analyzing, and interpreting customer feedback through various channels to drive continuous improvements in products and services.