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Immediate Superior: Channel Lead On Premise
Job Grade: 15
Location: Gauteng
Type of Contract: Permanent
Closing Date: 25 October 2024
Purpose of the Position The purpose of the Consumer Experience Manager is to work closely with the Sales teams to execute the activation plan for Heineken Beverages offers & brands within each channel, leveraging knowledge about category, customers, competitors and trends in the market. Ensure every interaction with consumers is a positive and memorable experience. The role will support execution of channel marketing projects to support the delivery of volume, turnover, gross margin and market share targets.
KEY RESULT AREAS Develop Customer-Centric Strategies by working closely with cross-functional teams to develop and implement strategies that prioritize the needs and preferences of customers. Ensuring consumer insights from the Modern On Premise are adapted to deliver winning strategy. Develop and Execute Training programs for internal staff and partner venues in market, with quality of service as the focus of every engagement. Conduct research to understand consumer behavior and preferences in the Modern On Premise. Analyze trends related to drinking occasions across beverage categories. Develop category-specific plans that align with consumer market trends. Collaborate with key stakeholders to deliver category consumer offers for Modern On Premise. Optimize Touchpoints to ensure all interactions customers have with the company in the Modern On Premise are positive and consistent with the brand image. Oversee the design and implementation of customer journey maps to identify pain points and areas for improvement. Implement category-focused consumer activation plans to drive brand engagement and consumer conversion. Collaborate with sales team and customers to deliver category-leading consumer activations that drive consumer conversion. Measure and evaluate all category activations in Modern On Premise. Manage Customer Feedback by collecting, analyzing, and responding to feedback through various channels such as surveys, social media, and online reviews. Train and Develop frontline staff to ensure they have the necessary skills and knowledge to deliver exceptional customer service. Drive Continuous Improvement by leading initiatives aimed at enhancing the overall customer experience. Build Customer Relationships by maintaining long-term relationships with customers. Develop loyalty programs, personalized communication strategies, and other initiatives aimed at increasing customer retention and lifetime value. Spend valuable time in trade to understand channel dynamics, shopper behavior, and identify activity execution barriers and opportunities. Follow Heineken Beverages policies and procedures and identify opportunities for continuous improvement. EDUCATIONAL QUALIFICATIONS A Degree/ Diploma in Business, Marketing, Communications or equivalent. PROFESSIONAL EXPERIENCE AND PERSONAL ATTRIBUTES 5 years relevant working experience. Exhibit strong management capabilities. Experience in understanding customer needs and providing an experience. Strategic, analytical, and commercial acumen. Proficient in MS Office applications. The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we encourage and welcome people with various disabilities to apply. HEINEKEN Beverages is committed to an organisational culture that recognises, appreciates and values inclusion and diversity.
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