Head of Marketing and Customer Experience at Ascentech Services Limited

Job Title: Head of Marketing and Customer Experience

Description 

• Plans and implements marketing, product development & customer experience programs, both short and long vision, targeted toward existing and new markets & responsibility for the day- to- day management of the Customer Service Department by performing the following duties personally & through team members

Essential Duties and Responsibilities
Include the following:

• Develop and implement strategic marketing plans and forecasts to achieve corporate objectives for products and services.
• Develops and manages marketing operating budgets.
• Plans and oversees advertising and promotion activities including print, online, digital & electronic media, and direct SMS/WhatsApp/mail etc.
• Develops and recommends product positioning, packaging, and pricing strategy to produce the highest possible long-term market share.
• Ensures effective control of marketing results and takes corrective action to guarantee that achievement of marketing objectives falls within designated budgets.
• Oversees and evaluates market research and adjusts marketing strategy to meet changing market and competitive conditions.
• Monitors competitor products and marketing activities including customized offers run by competitors to keep our products and offer abreast.
• Establishes and maintains relationships with industry influencers and key strategic partners.
• Guides preparation of marketing activity reports and presents to executive management.
• Establishes and maintains a consistent corporate image throughout all product lines, promotional materials, and events.
• Directs staffing, training, and performance evaluations to develop and control marketing programs.
• Directs market channel development activity and direct lead management primarily online leads.
• Represents company at trade association meetings to promote product.
• Analyzes and controls expenditures of division to conform to budgetary requirements.
• Directs product research and development based on the analysis of internal customers behavior and industry trend.
• Managing Regulatory Compliances in term of tariffs, products & promotions
• Developing business tracking mechanism and keep adapting & improvising with the changing dynamics of business.
• Designing, forecasting, configuring, launching, measuring & improvising
• Customer value management (CVM) offers with the objective to get incremental revenue or fixing business concerns.
• To ensure the full implementation of the Customer Services strategy across the business.
• To ensure that the Customer Services function operates effectively and that the function’s activities are aligned to departmental and Company objectives.
• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
• Set up systems and processes to ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed upon timelines.
• To represent the Customer Services function as an active member of the Senior Management
• To actively promote and manage the process of continuous improvement in Customer Service
• Other duties may be assigned.

Supervisory Responsibilities:

• Manages and directs staff including recruitment, selection and development to achieve Company goals and objectives.

Technical Skills Required:

• Excellent understanding of Data and Data Analysis
• Should be good at working on MS Excel / SQL and creating reports/presentations with a solution-oriented approach

Qualifications

• The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or experience:

• MBA preferably from a premier institute, Bachelor’s Degree in Sales, Marketing or Business preferred with a minimum of 15 years of total experience of which 8 years within telecom/ISP customer service environment recently, of which 5 years should be in managing a customer service vertical.
• Should have managed at least 2-3 DRs and an overall team size of at least 30 people
• Experience in a quick response, highly fluctuating, customer driven industry

Special Aptitudes:

• Excellent people management, leadership, coaching and motivation skills
• Excellent customer awareness & focus
• Excellent communication and interpersonal skills
• Excellent planning, organizing and prioritizing skills
• Excellent decision-making / problem-solving capabilities
• Demands high standards of accuracy and attention to detail
• Ability to persuade and influence others
• Ability to use own initiative
• Knowledge of Quality Management Systems & Six sigma certifications would be an added advantage

Language Skills:

• Demonstrated in-depth sales and marketing techniques. Effective ability to communicate orally or in written form with co-management, internal and external customers.

Reasoning Ability:

• Demonstrate the ability to anticipate and solve practical problems or resolve issues.

Application Instructions:

The application deadline is Not Specified. therefore, Qualified and interested candidates should send their updated Resume to: [email protected] using the Job Title as the subject of the email.

Note: Only qualified candidates will be contacted. It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.

Website:
Official Job Website: https://www.ascentech.com.ng/