Job Description

The Communications Manager ensures effective, consistent communications across TFG, aligning with organisational standards and protocols. As the Subject Matter Expert (SME) for Communications, this role develops and refines communication templates, advises on optimal communication approaches, and manages a team of Communication Consultants to maintain clarity and efficiency across all channels. Acting as the gatekeeper for the communications roadmap and calendar, the Manager resolves scheduling conflicts and prioritises communications to best support business objectives.

Key Responsibilities:

Operational Communications Execution and Quality Control

Lead a team of Communication Consultants, ensuring all communication support aligns with TFG's standardised processes and meets established Service Level Agreements (SLAs) to maintain consistency, quality, and efficiency across all channels. Ensure strict adherence to TFG's communication standards, working closely with stakeholders to drive compliance and support successful campaign execution. Act as an SME for complex communication requests, providing guidance to team members and other departments struggling with specific messaging, language, or tone, and supporting effective communication campaign delivery. Develop and facilitate sign-off for standards, best practices, and templates for Operations-related communications to ensure consistency, clarity, and alignment with TFG's objectives. Design and facilitate approval of Standard Operating Procedures (SOPs) for communication processes, proposing new SLAs or modifications to existing ones to enhance communication effectiveness and responsiveness. Act as the gatekeeper for the communications roadmap and calendar, resolving scheduling conflicts, prioritising timing, and aligning all communications with business needs. Monitor and analyse communication trends and adherence levels, identifying areas for improvement, liaising with the relevant parties (e.g. Change team, Snr Manager: HR Operations, Retail Operations Hub, Head Office departments) and implementing targeted adjustments to address any gaps in process or execution.

Team Management and Resource Coordination

Manage the performance and development of Communication Consultants, providing support and direction to ensure quality and timeliness in delivery. Coordinate resource allocation within Synergy and Yoobic, ensuring effective use of resources and meeting communication timelines. Regularly assess team capacity to align resources with communication priorities and operational requirements.

Stakeholder Collaboration and SME Support

Act as the primary contact for the Retail Operations Hub and key stakeholders with matters pertaining to escalated or expedited communications, offering guidance on communication-related queries and operational challenges. Collaborate with senior leaders and department heads to reinforce communication protocols and address practices that may disrupt established standards.

Continuous Improvement and Data-Driven Insights

Use data analytics to monitor adherence, identify trends, and evaluate communication effectiveness, addressing any gaps in understanding or compliance. Drive improvement initiatives to refine communication processes, minimize information overload, and improve efficiency.

Project Engagement as a Communications SME

Provide SME input on relevant projects, advising on communication requirements, processes, and best practices. Work with cross-functional teams to integrate communication needs into project planning, supporting alignment with TFG's operational goals manner.

Qualifications and Experience:

Degree or equivalent 5 - 7 years working experience within a Communications environment 1 - 3 years' experience working in a project delivery context advantageous 2 - 3 years change and communication management in retail advantageous Experience working with leaders/stakeholders at all levels in an organisation Experience in project planning Process facilitation experience

Skills:

Customer service / passionate about user employee experience Excellent interpersonal skills Excellent communication and business writing skills A dynamic and solution driven work approach with high service delivery Ability to work in fast paced environments and manage multiple projects Ability to analyse and interpret data Ability to prioritise and manage group wide projects Sound judgement and decision making TFG Brand Ambassador Influencing skills A collaborative approach A high level of attention to detail and accuracy Ability to use different communication channels and tools

Behaviours:

Business Insight - applies market and business insights in order to drive organisational objectives Communicates Effectively - conveys information and communicates ideas in a clear, concise and impactful manner Decision Quality - consistently makes timely, well-rounded and informed decisions Drives Engagement - inspires, motivates and empowers individuals to go above and beyond for the benefit of the team and the organisation Ensures Accountability - takes accountability and ensures others are held to account on agreed upon performance targets Manages Complexity - interprets and simplifies complex and contradictory information when resolving organisational problems Optimizes Work Processes - assesses and improves the efficiency, effectiveness, and quality of various work processes Strategic Mindset - thinks and plans strategically, focusing on the long-term goals and objectives of the organisation

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act