Job Description

To support the marketing manager of Licensed Markets with the management of the Customer Care portfolio for Licensed Markets and India. Key focus on partner management and embedding of Customer Care tools (Portal and Customer Survey) which we offer markets as part of the Customer Care Suite. This includes training, day-to-day management of Customer Care, reporting, and budget management. This also includes the development of the broader customer care community (in-market Customer Care Champions) as well as stakeholder management across all LM functions (CEO, People, Operations, and Marketing).To support the marketing manager Licensed Markets & India with the broader communications portfolio, which includes Campaign Creation and Crisis Communication. Core responsibilities here would be support in campaign development for all markets, which includes agency + project management. For Crisis Communication, this includes Playbook management and overall market training.The 12 markets currently include UAE, KSA, Oman, Qatar, Bahrain, Kuwait, India, Pakistan, Botswana, Zimbabwe, Zambia and Mauritius.
Minimum RequirementsEDUCATION/QUALIFICATION

• BCom degree or equivalent NQF level 6 qualification (brand and communication management)

EXPERIENCE

• 3-4 years experience in a professional marketing environment (corporate or agency)
• 2-3 years experience in brand management/ strategic planning (Preferred)
• Experience in reporting across all management levels within the business
• Experience in marketing insights (Preferred)
• Experience in data analysis (Preferred)`
• Experience on brand management in for a brand/brands in the Middle East (Preferred)

TECHNICAL KNOWLEDGE AND SKILL

• Knowledge of brand management (Intermediate)
• Knowledge of customer care management (Beginner)
• Knowledge of finance (Beginner)
• Negotiation skills (Intermediate)
• Relationship management skills -- internal and external (Advanced)
• Oral and written communication skills (Advanced)
• Project management skills (Advanced)
• Microsoft Office skills (Advanced)
• Analytical thinking skills (Advanced)
• Proactive thinking skills (Intermediate)

Duties and ResponsibilitiesSTRATEGIC MANAGEMENT CUSTOMER CARE

• Foster a culture centred around creating a positive experience for the Nandos customer, placing the customer at the centre of everything we do at Nandos
• Work closely with the Marketing Manager LM & India and cross-functional stakeholders to develop and execute bespoke, annual Customer Care brand plans per market
• Plans, executes and manages projects to support the broader marketing and business strategy within the Customer Care scope - key focus on driving improvement in key customer care metrics with cross-functional team
• Create and update How was it for you marketing collateral for markets and ensure that this is implemented in all Casas
• Monitors effectiveness and gathers learnings which are then shared with all stakeholders to improve the Customer Care Suite

STRATEGIC MANAGEMENT BRAND

• Works closely with the Marketing Manager LM & India and cross-functional stakeholders to develop campaigns and content for all 12 markets
• Monitors effectiveness and gathers learnings for key marketing activity

BRAND MANAGEMENT

• Supports the Marketing Manager LM & India in developing and implementing key plans for centrally produced marketing activity with internal stakeholders, including developing creative marketing material
• Supports the Marketing Manager LM & India in approving all marketing campaign content via the Emplifi tool - includes understanding of the Nandos personality, tone of voice and VI
• Supports the Marketing Manager LM & India in managing the Meltwater Listening tool
• Supports the broader IMEA team in managing the LM Digital Suite and associated products (content publishing and approval, listening)
• Monitors and supports the Marketing Function in market with brand VI implementation across all brand touchpoints

DATA ANALYSIS AND MANAGEMENT CUSTOMER CARE

• Accountable to ensure that all markets resolve all customer interactions, ensuring that these interactions are managed at all times to avoid any missed complaints and or queries - this is closely linked to the management of the Customer Care portal
• Monitor and drive survey response rates within markets through engagement with Customer Care Champions
• Monthly reporting on key metrics across all Licensed Markets
• Identify the key trends within the customer care survey results and share with the Operational teams who will determine cause and develop an action plan
• Researches and analyses current and past results in order to capture best practices and foster continuous improvement

DATA ANALYSIS AND MANAGEMENT BRAND

• Assists manager with analysis of current and past promotional initiative results in order to capture best practices and foster continuous improvement (Post Campaign Analysis)

MARKETING FUNCTION ADMINISTRATION

• Works closely with all stakeholders (Internal & External) to facilitate the day-to-day functioning of relationships
• Facilitates follow-up and payment of suppliers
• Planning and coordinating of events from time to time
• Archives and maintains the Marketing Property repository

Nando's