Marketing Manager

3 days ago


Manila, National Capital Region, Philippines Bell-Kenz Pharma, Inc. Full time

Direct message the job poster from Bell-Kenz Pharma, Inc.

  • Customer Journey: Plan and coordinate program execution strategies among partner departments to ensure cohesive, smooth and engaging customer experience.
  • Customer Experience: Analyze customer behaviors vis-a-vis programs and activities implemented to improve customer touchpoints and tracks results to provide interventions for the attainment of the program KPIs.
  • Continuous Improvement: Identify opportunities to enhance programs and execution process.

Duties and Responsibilities

Marketing Management

  1. Propose and implement annual customer journey plan for the assigned segments.
  2. Collaborate with partner departments to generate new ideas and strategy and integrate these optimally into CJ Plans.
  3. Collaborate with partner departments to effectively and efficiently (budget & time) execute approved programs and initiatives.
  4. Develop communication strategy that will build awareness, customer satisfaction, and program loyalty.
  5. Design program and activity measurement framework (who, what, when, why, how, metrics, and KPIs).
  6. Track program budget vs KPIs and make necessary adjustment to ensure positive ROI.
  7. Conduct quarterly program and Customer Journey Map review.
  8. May handle special projects related to customer journey or centricity.

B. Customer Management

  1. Co-design customer persona and map customer journey.
  2. Review insights from Customer Journey Map (prepared by Insights) to improve customer satisfaction per touchpoint and to drive achievement of KPIs.
  3. Review insights from the CJ Map to design new customer experiences.
  4. Review insights from the CJ Map and customer feedback to promote customer centricity (including offering of personalized experiences) and collaboration among partner departments.
  5. Conduct fieldwork to observe execution of field initiatives, build relationship with the customers, and validate insights.

C. People Management

  1. Oversee and guide Customer Journey Specialist/s and Multimedia Specialist.
  2. Provide regular coaching among team members (performance, career, and skills) and assessment.
  3. Train and develop specialists on CJ concepts, processes, and frameworks.
  4. Uphold practice of company values and agreed team branding.

D. Administrative

  1. Prepare necessary reports and documentation for program and/activities update.
  2. Ensure program execution files are accurate and up-to-date.
  3. Keep up to date on industry and marketing trends that will promote customer journey efficiency.
  4. Continuously familiarize interdepartmental processes that contributes to good customer experience.
  5. Lead team learning and brainstorming sessions.

Qualifications:

  • Bachelor's degree in Marketing/Communication/Business Administration/Advertising.
  • At least 5 years of relevant experience on marketing and/or customer journey management.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Marketing, Sales, and Project Management
Industries
  • Pharmaceutical Manufacturing
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