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Brand/Customer Experience Manager

Region : Stellenbosch, Western Cape
Company : KGA Life Limited
Contact : Marthine Goosen
Contact email: [email protected]
Contact no: 021 944 6300
Closing date: 30 Oct 2020
Job Specifications:

About KGA Life
We are an unconventional funeral insurance company with a unique approach to how we do things. We pride ourselves on creating superior customer value through our innovative, energetic and creative team of people. Our business has been built on forging strategic partnerships that allows us to punch above our weight class in the market. And in our 36 years of existence, we have had a few world titles to brag about.

What will you do here?
As Brand Manager, you will be custodian of the overall client experience with our company, ensuring that every touch point with our brand delights, excites and reinforces our ongoing mission to place our clients success at the heart of what we do. You will promote and grow the awareness of our brand internally and in our markets, using all weapons of customer delight you can think of to ensure we retain and grow our client base. We distribute our products mainly through a national network of intermediaries and you will therefore be working in a B2B environment. Our intermediaries are successful entrepreneurs who demand nothing but the best in terms of service and support, and you will help us rise to the challenge each and every time!

You are perfect for the role if:
You are a confident, tech savvy, innovative and influential person who is in tune with social trends, demonstrates a strong track record of problem solving, and can think strategically but have a hands-on approach to delivering exceptional results.

Reasons not to join our team:
• If you don’t want to work on the most challenging projects.
• If you don’t like working in an unstructured environment.
• If you don’t want to do whatever it takes to get it done (sometimes that might require you to wear a pink tutu).
• If you don’t act with integrity in everything that you do.

Key responsibilities of the role:

Customer experiences and campaigns
• Develop and implement innovative strategies on how to engage with customers, from coordinating events, to compiling newsletters, to arranging gifts and experiences as touchpoints for our customers.
• Ownership, execution and continuous enhancement of our customer engagement strategy across all channels.
• Customer engagement strategies are to meet the latest trends and needs of customers and the industry.
• Develop and implement innovative customer experiences to attract and retain customers.
• Liaise with business units to ensure internal processes support great customer experience.
• Manage customer communications to measure satisfaction levels and reinforce brand guidelines.
• Meet customer’s evolving expectations and continuously evolve KGA’s go-to-market strategies.
• Negotiate on behalf of KGA to add new value-added services to our go-to-market strategies.
• Utilise data analytics to inform a unique approach for each customer.
• Track and analyse the financial impact of customer experience activities and campaigns.

Partner with Business Development team
• Define and deliver integrated B2B marketing activities to create engagement and qualified leads to help build a healthy pipeline of new opportunities and leads.
• Support our indirect sales channels with the design of strategic initiatives that focuses on customer attraction, retention and management of high-value customers that will result in an increase in sales.
• Deployment and optimisation of best practice multi-channel and multi-product marketing for acquisition, growth and retention programs.
• Monitor customer profitability and implement interventions to improve profitability.
• Assist the Business Development team to create and inform innovative and tailor-made sales and service solutions per customer.
• Create bespoke plans for each identified customer to optimise growth potential.
• Serve as customer repair liaison for any big picture issues that have arisen to mend customer relationships, to create solutions and report feedback.
• Identify new business opportunities and communicate such to Business Development team.
• Assist in providing after-sales service by creating and always looking out for the next thing that we can delight our customers with.
• Assist with frequent interaction and touchpoints with our existing VIP clients.

Brand management
• Create and continuously adapt the brand strategy for KGA’s target market.
• Drive and own the evolution of the company brand through creative re-invigoration and imaginative campaign curations to create an exciting digital and physical experience.
• Responsible for the end-to-end planning and execution of the brand strategy including developing all communications and media actions on all channels, including online and social media.
• Create and execute all social media campaigns and content.
• Responsible for all promotional collateral.
• Develop, implement and monitor digital marketing campaigns as well as social media campaigns to advertise the company brand amongst the relevant audience.
• Use data insights to create, execute, measure and constantly refine relevant messaging and channel choices which speaks directly to customer needs.

Keep up to date with market/industry trends
• Understand customer and industry drivers and resulting business requirements.
• Understand the major transformational factors for the customer’s industry.
• Proactively analyse competitor intelligence, industry needs/trends and make recommendations.
• Keep abreast of future trends, regulations and external macro environment and continuously identify future opportunities and threats to the retention environment.
• Stay abreast of social media campaign strategies and opportunities.

Event management
• Plan and coordinate continuous customer events that will delight existing customers and attract potential customers by meeting the latest social and industry trends.
• Host events on behalf of the company.

Requirements:

Qualification and experience required
• Relevant qualification.
• 3 to 5 years in a brand management, customer experience, business development, account management, or relevant marketing role.
• Demonstrated financial and analytical skills (ROI, profitability, budgets, customer segmentation, etc.).
• In-depth knowledge of all digital marketing and social media platforms, best practices, and website analytics.
• Prior experience in data driven marketing (digital, social, direct marketing) campaigns and demonstrated ability to identify and execute on opportunities.
• Experience in turning data into insights that demonstrate understanding of customer needs.
• Proven written communication ability with strong copywriting capability.
• Proven project management skills and ability to build project plans to deliver to timing and objectives.
• Proven brand strategy development and deployment experience.

Organisational alignment
• The role reports to the CEO.
• The position is based at our head office in Stellenbosch, but travel will be required.

Subject: Brand/Customer Experience Manager

Only candidates that meet the above criteria will be contacted. If you do not receive a reply within 4 weeks of your application, please consider your application to have been unsuccessful.

Applications and enquiries
Should you meet all of the above-mentioned requirements please forward your CV to [email protected].

Please visit our LinkedIn page for more information.



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Renewing focus on the broker-client relationships
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