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Senior Manager, Strategic Brand Engagement
Job Code:2024-05-006
Department:Administration
FT/PT Status:Full Time
  

Summary/Position Overview:

The Sr. Manager of Strategic Brand Engagement would be responsible for developing and implementing strategies to enhance communication efforts and improve the overall customer experience. This role involves overseeing various communication channels, managing customer satisfaction, and ensuring consistency in brand messaging.

POSITION SCOPE
They will be responsible for how the company communicates with its audience and fosters positive interactions with its customers. They will develop effective communication strategies and enhance the overall customer experience, to contribute to building brand loyalty and driving business success.

Duties and Tasks:
DUTIES AND TASKS ARE TO:
Maintain health, safety and environment standards by:
- Ensure compliance with all safety policies and procedures.
- Ensure compliance with all environmental and health standards.
- Ensure that maintenance and safety procedures are adhered to, and
- Ensure the completion of all required HSE training.
Contribute to GBPCs goals by:
- Foster a collaborative and inclusive work environment that encourages creativity, innovation, and continuous learning.
- Ensure alignment of individual, and team goals with strategic, corporate, and balanced scorecard goals
- Implement strategies to capture and report on service metrics and key performance indicators
Developing and Managing Communication Strategies by:
- Formulate comprehensive communication strategies aligned with the company's objectives, Public Relations, brand reputation and marketing.
- Identify target audiences and tailor communication approaches to effectively reach and engage the audience
- Collaborate with cross-functional teams to ensure consistency in messaging across all channels.
- Oversee the company's communication channels, including website, social media, email marketing, and public relations to cultivate and maintain strong brand identity.
- Create content for different platforms to convey key messages and promote brand awareness.
- Monitor communication channels for feedback and insights to continually optimize strategies.
- Build and maintain relationships with media houses, journalists, influencers and other stakeholders.
- Provide strategic advice to the company on corporate communications strategies.
- Manage crisis communications effectively and mitigate reputational risks.

Enhancing Customer Experience and Handling Customer interactions by:
- Design and implement initiatives to enhance the overall customer experience at every touchpoint.
- Develop customer journey maps to identify pain points and opportunities for improvement.
- Implement feedback mechanisms to gather insights and measure customer satisfaction.
- Serve as a point of contact for escalated customer inquiries, feedback, and complaints.
- Resolve escalated customer issues promptly and professionally, ensuring a positive resolution.
- Train and support customer-facing teams to deliver exceptional service and maintain brand standards.
Lead people and accomplish staff results by:
-Provide leadership, guidance, and mentorship to a diverse team of communications, Public Relations, marketing, and customer experience professionals.
- Provide clear direction and sets performance goals that are linked to overall company strategy for direct reports, ensuring accountability of responsibilities and results.
- Actively engaging in informal and formal performance management processes, ensuring employee goals are aligned to departmental and corporate work plans, providing regular and ongoing feedback, conducting formal mid-year and end of year assessments, and supporting employees in drafting career and development plans.
Analyzing Performance by:
- Tracking and analysing key performance metrics related to communication effectiveness and customer experience.
- Generating reports to provide insights and recommendations for continuous improvement.
- Staying updated on industry trends and best practices to remain competitive in communication strategies and customer experience initiatives.
- Researching ways to improve and enhance ways to communicate, social media presence, web visibility etc.

Academic/Skill/Experience Requirements:

The Sr. Manager, Strategic Brand Management will have demonstrated commitment to excellence in customer service, personal responsibility, collaboration skills to work effectively across teams, and achieve results.
They will be a strong leader who is self-aware and self-confident, with proven experience in communications, customer experience management or related roles. They will have excellent written and verbal communication skills, with the ability to craft compelling messages for different audiences. They will be confidential and maintain professionalism.
They must be proficient in digital communication tools and platforms, including social media management tools and customer relationship management (CRM) systems. Analytical mindset with the ability to interpret data and derive actionable insights. Customer-centric approach with a passion for delivering exceptional experiences.
They will have strong project management skills, significant proven experience in supervision or management of teams, with the ability to prioritize tasks and meet deadlines. The Sr. Manager of Strategic Brand Management will have an earned bachelor’s or Master’s degree in Communications, Marketing, Business Administration, or related field.

Other: