Overview
As our Senior Brand and Customer Experience Manager, you'll be leading our brand proposition across Food, Funeral and Membership. By representing the voices of our Members and customers, you'll help develop our brand strategy and champion our Member and customer experience. You will optimise our Member and customer experience through the effective management of our Customer Services as well as handling escalated complaints in a timely and efficient manner. In this varied role you will be developing and delivering the new stores and regenerations marketing plan to drive pre-opening awareness and engagement. You'll also develop our retail proposition with a focus around increasing the appeal amongst young people. You'll deliver effective and engaging marketing campaigns which drive excellent in-store experiences, brand awareness and achieve key performance indicators (KPIs). Through ownership of our Member Engagement survey, you'll share results and actions with the relevant stakeholders. You'll inspire and coach your 3 direct reports, in delivering against objectives as well as empowering them to reach their full potential. You'll develop a marketing strategy and channel plan which aligns to ASA Guidelines and industry best practice, whilst also ensuring our marketing channels promote our values and purpose. You will also have responsibility for our brand guidelines and ensure all collateral is in line with the guidelines and tone of voice. This role will see you collaborating both internally and externally from working with our internal stakeholders and Membership Community Relations Officers to managing agency relationships (such as media agencies), creative designers, external suppliers. Utilising your skills and experience, you will oversee all creative outputs, engaging with external agencies/designers/contractors. You will be supporting with our strategic direction and build supporting plans and objectives for the team to deliver against.
Responsibilities
* To be successful in this role you will need to bring market research experience as well as a working knowledge of research methodologies.
* You'll need to be experienced with above and below the line marketing as well as media planning and budgeting.
Additional responsibilities include: maintaining and developing our brand guidelines; ensuring all collateral is consistent with the guidelines and tone of voice; collaborating with internal stakeholders and external partners; overseeing creative outputs with external agencies, designers, and contractors; supporting strategic direction and developing plans and objectives for the team to deliver against.
Qualifications
* We are looking for someone who has a Marketing Degree (or similar) and experienced in Digital Marketing with an advance knowledge of digital channels, including paid and organic social media.
* You'll bring excellent communication, presentation and team management skills.
Benefits
* Healthcare Cashplan- your wellbeing is important, so you've got the opportunity to contribute into a voluntary plan that helps pay towards a range of healthcare expenses.
* Fantastic colleague discount- including a discount of up to 20% on our products.
* Retail discounts- our hub offers colleagues access to hundreds of exclusive retail discounts, savings on days out and holiday discounts.
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