Head of Marketing & Customer Engagement at Clicks Group

Job Purpose:

• To develop and effectively implement strategic decisions for the Digital and Customer engagement team in Clicks in order to develop and deliver holistic customer focused strategies, that will deliver incremental turnover and profits through customer relationship management and drive the execution of the brand ClubCard programme, retaining and growing our current customers whilst expanding our customer base.

Job Objectives:

• Working with digital and customer engagement teams to drive the delivery of an integrated Marketing &Communications function, role modeling leadership and collaboration across the wider functions within clicks
• Direct, strategise and plan actions that ensure the availability and effectiveness of the Clicks Digital & Customer engagement  offering in order to satisfy consumer demands
• Drive the brand marketing calendar with agile marketing to ensure all communications are delivered through the most effective channels, including traditional media, digital media and personalization
• Accountable for the brand advertising CI, including approval of all brand advertising and messaging to ensure compliance to customer market dynamics and diversity and inclusivity.
• Drive best in class customer experience across the multiple touch points including effective call centre management
• To co-create the Clicks strategic agenda and support the delivery of a compelling and sustainable brand proposition by contributing effectively across functions as an executive team member.
• To maximise coverage of the brand within appropriate formats in order to retain and gain market share through the implementation of effective productivity strategies
• Drive delivery of budgeted sales, profit, margin and other income as well as efficiently manage in order to achieve an effective ROAM
• To ensure effective people management and development in order to build capability to meet current and future business needs and support the delivery of the brand Transformation Roadmap.
• Deliver new digital products and enhancements to existing products to achieve improvements in online and offline customer journeys, driving a step change in the technology and data that underpins the experience
• Drive a step change in digital analytics, measuring and monitoring the effectiveness of our websites and promoting data driven enhancements
• Digital optimisation by leading optimisation initiatives to optimize site performance based on performance analysis, AB tests and latest competitor and industry developments
• Lead on change delivery for Marketing, developing process that ensure good governance, effective resourcing, realization of return on investment / benefits

Knowledge:

• Extensive industry knowledge and contacts– stays abreast of industry and market trends
• Understanding Internal Business Environment
• Consumer and data insights
• A deep understanding of the role content plays in creating experiences and is expert in identifying, developing/sourcing and curating content of all types
• Customer Servicing Model/ Customer Relations Management
• Excellent understanding of digital technologies and identifying, sourcing and delivering new technologies to improve customer experience and drive growth
• Loyalty Programmes to maximise sales
• Understanding of Marketing Research Technologies and Principles
• Business Acumen
• Strategic Planning
• People Management
• High level verbal and written communication

Skills:

• Leadership and coaching skills
• Customer-centred approach
• Judgment and decision-making
• Planning and organising skills with a strong attention to detail
• The ability to drive wide-ranging change initiatives in a consistent manner
• Presentation Skills

Competencies:

Essential:

• Planning and Organising
• Creating and Conceptualising
• Presenting and Communicating Information
• Deciding and Initiating Action

Desirable:

• Adhering to Principles and Values
• Persuading and Influencing
• Delivering Results and Meeting Customer Expectations
• Adapting and Responding to Change

Experience:

Essential:

• 13-15 Years’ senior management experience of planning and delivering large scale digital change initiatives with a leading consumer facing brand
• Experience of providing digital channel management

Desirable

• 5 years +Experience in a Pharmacy Wholesale/Retail environment or Experience in FMCG environment or Experience in Franchising environment or Experience in General Management

Education:

• Essential: Bachelor’s Degree
• Desirable: MBA or similar post graduate qualification