Main 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 Manger uses information from the customer experience to gain insights from the customer's unique perspective. The goal of a 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 values
•Develop and implement customer experience strategies
•Reviewing and pulling insights from analytics and data
•Segmenting 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 (Medical or Medically related degree / BSc / Marketing etc.)
•3-5 years' experience in managing Consumer brands ( Fast Moving Consumer Goods (FMCG) and OTX Pharmaceutical experience advantageous )
oRx = Prescription Brands (Schedule 3 and up)
oOTX = Over the Counter (OTC) brands
•Marketing experience of these OTC brands in the Rx space to Health Care Professionals
•Project management
•Agency management
•Performance monitoring, outlier diagnosis, and management
•Customer engagement and feedback to market insights
•Key Opinion Leader (KOL) management
•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
•Organisation
•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
•Good leadership skills
•Collaboration skills
•May be required to work overtime when requested
•Regular travel required