Consumer Brand Manager

AtripleA recruitment & temps; Johannesburg; On-site; ZAR 500,000 - 800,000; Full time

Job summary

AtripleA recruitment & temps is seeking a Consumer Brand Manager based in Johannesburg. The successful candidate will bridge the gap between customers and the brand, ensuring an engaging customer journey and developing strategies to cultivate loyalty.

The role requires at least 3 years of relevant experience in managing consumer brands, with a focus on FMCG. Strong communication and problem-solving skills are crucial for this position, which offers a dynamic and collaborative work environment.

Qualifications

• 3 - 5 years' experience in managing Consumer brands, preferably FMCG.
• Experience with OTX Pharmaceutical brands is advantageous.
• Ability to engage with Health Care Professionals for OTC brands.

Responsibilities

• Champion opportunities to improve the Customer Brand experience.
• Drive customer retention efforts to reduce competitive switching.
• Map the customer journey and identify proactive intervention points.

Skills

Project management

Excellent communication skills

Customer experience (CX) strategies

Strong problem-solving skills

Digital and social media marketing insights

Critical thinking skills

Education

3 Year degree (non-specific)

Job description

Job Title: Consumer Brand Manager ( BM )

Location: Parktown, Johannesburg

Job Purpose

Brand Manager ( BM ) bridges the gap between the customer and the brand they work for. Their jobs ensure that each touchpoint across the customer journey is engaging, efficient, and effective. Brand Manager ( BM ) uses information from the customer experience to gain insights from the customer’s unique perspective. The goal of BM is to augment the customer experience and cultivate customer loyalty.

Key Performance Areas

• Champion opportunities to consistently improve the "Brand" experience
• Drive customer retention, and switch from competitor brands
• Map the customer journey and identify opportunities to proactively intervene on the client’s behalf
• Guide team in effective resolution of customer and brand related issues/queries and handle any escalations
• Develop listening points in the customer journey, define and segment the customer base
• Develop varying strategies to address segmented customer needs based on their progress on the adoption curve, defend the existing customer base and identify opportunities for continuous improvement
• Test new strategies for driving customer value
• Develop and implement customer experience strategies
• Review and pull insights from analytics and data
• Segment customers and audiences into meaningful groups
• Using insights from data to make improvements, maintain the feedback loop flow, and predict future needs and problems
• Team alignment and collaboration to deliver on customer experience objectives
• Brand blueprint/DNA ownership and maintenance
• Effective execution of customer experience strategy: Define objectives, develop hypotheses, establish a method of execution, implement, monitor and iterate based on customer experience and response
• New representative brand onboarding

Minimum Requirements

• 3 Year degree (non-specific; e.g. Can be Medical or Medically related or Sciences or Marketing etc)
• 3 - 5 years' experience in managing Consumer brands (Fast Moving Consumer Goods (FMCG) and OTX Pharmaceutical experience advantageous)
• OTX = Over the Counter (OTC) brands with marketing experience of these OTC brands to Health Care Professionals

Skills / Physical Competencies

• Project management
• Agency engagement
• Performance monitoring, outlier diagnosis and management
• Customer engagement and feedback to market insights
• Excellent communication skills
• Strong problem-solving skills
• Customer experience (CX) strategies
• Clinical analytical skills
• Digital and social media marketing insights required
• Critical thinking skills and the ability to use data insights to drive marketing strategies and tactics

Behavioural Qualities

• Organised
• Ability to build and maintain relationships with external stakeholders and internal cross‑functional team members
• Ability to adapt in a fast‑paced, changing growth environment and to work independently
• Support team
• Good leadership skills
• Collaboration Skills