MARKETING & COMMUNICATIONS MANAGER Full Time

Job description
1.      To strategically plan, coordinate and manage all marketing and communications related activities for the bank.
2.      Promote and sustain customer satisfaction, loyalty and retention through market research and surveys.
3.      Ensure positive market feedback and brand perception

Required profile
1. STRATEGIC MARKETING
• Define the marketing mix per segment and provide data & insight to support business development strategy.
• Development of the annual marketing plan.
• Propose and monitor the validated marketing budget.
• Define and manage the customer journey across each product segment and propose adjustment based on the customer experience.
• Development and refinement of marketing goals, pricing strategies, promotional activities and branding in consultation with staff and clients.
• To build unique selling propositions and differentiators for the products and provide support to boost sales of each of the product in the market.
2. CUSTOMER SERVICE
• To deliver a customer experience that evokes a sense of ownership, acceptance and belonging for the target market
• Prepare report and continuous indicators for measuring customer service delivery to EXCO & branches and follow-up on the action plan
• Regular surveys, feedback sessions and events to measure levels of satisfaction or dissatisfaction of customers
• Monitor client retention rates and organize regular customer engagements
• Design, implement and monitoring of customer reward and loyalty schemes to sustain customer base and encourage referrals
• Ensure high quality customer service standard for the network Support survey design and programming in online survey tools.
3. BRAND MANAGEMENT
• Building and sustaining a reputable image for the brand within identified markets to gain favourable market share and gain customer trust & loyalty for the brand.
• Maintaining a visible brand identity by ensuring uniformity for internal & external branches based on the Group brand manual.
• Ensure that the brand is visible, positive and compliant on all material/support
• Animate the brand ambassador campaign for the branch network.
4. ADVERTISING & COMMERCIAL COMMUNICATION
• To develop messages and speeches which talk to each segment for each product and services
• To create communication materials
• To manage media planning and media buying for communication materials
• Monitor & evaluate the impact of each media campaign
• Below the line communication: Organize road shows, tradeshows and market storms to create awareness for products and services
5. RESEARCH & STUDIES
• To provide relevant industry related information that may guide the development and introduction of tailored and innovative products for target markets.
• Market count, background research and zoning for network expansions
• Mystery shopper activities to measure brand acceptance and collect feedback on brand perception and acceptance
• Mystery shopper activities to monitor competition and stay up-to-date with trends to strategically position ourselves favorably within existing and new markets
• Direct market analysis and research to identify trends and opportunities in the industry.
• Competitor watch and monitoring

6. EVENTS & SPONSORSHIP
• Organize and participate in social events that support each product/brand objective and will create an avenue for target market to connect emotionally with                                     the Advans brand.
• Organize & partner events that support bank’s objectives for clients, products, services/brand all through the year
• Organize internal events to sustain customer loyalty and brand love
• Develop and participate in corporate social initiatives to provide support an development for host communities within the environment.
7. CORPORATE COMMUNICATION
• To ensure all stakeholders (external publics) are provided up-to-date information on product, services and industry related updates.
• To ensure website has up-to-date information on brand, product & services
• Search engine optimization.
8. SOCIAL PERFORMACE MONITORING
• Monitoring and collate information for social performance monitoring
• Provide reports and update to the SPM champion at the board