Head of Customer and Marketing

Planning and Leadership

• Supports the Level Shoes brand and business expansion and objectives efficiently through the highest standards of customer experience, stakeholder management and cost-effective management of resources, maximizing revenue, profitability, and growth of the businesses.
• Leads the way by infusing global best practices, defining the brand strategy including the values, mission and vision, of the brand
• Developing, empowering and motivating the marketing team
• Develops talent in a mentorship capacity by guiding key marketing operations in the execution of their duties when necessary, ensuring constant honing of their skills, performing performance appraisal for outstanding performers, and readying them for occupation of the Director’s position in the future.
• Directs the development and oversees the implementation of policies, guidelines and standards so that all requirements are fulfilled while delivering quality and cost-effective experiences to our customers.

Marketing/Brand/Communications

• Oversees marketing, social media, content, creative, PR, communications, CX, CRM, Loyalty Customer intelligence functions and is responsible for the creation of integrated marketing strategies that will build and grow the brand, leading to increased awareness, engagement, relevance and revenue.
• Monitors the consumer and competitive environment, conducting consumer, competitive, and performance analyses.
• Analyzes the flow within the department in order to guarantee the achievement of the department’s goals.
• Improves and optimizes the marketing department’s performance ensuring budgets are adequately spent on key initiatives with clear ROI metrics attached.
• Monitors, measures, and analyzes the effectiveness of strategies applied by each function which leads to the achievement of the relevant department’s goals and objectives to facilitate business targets.
• Plays a leading role in the establishment of brand building strategies across all channels. This will be done in collaboration with key stakeholders across the group
• Designs and implements customer acquisition, retention, development and loyalty programmes
• Responsible for running monthly/quarterly/annual reviews
• Delivers key insights and recommendations that optimize the performance of the marketing department and marketing programs/campaigns and assists the marketing department in the achievement of its goals.
• Manages and maintains program specific research efforts inclusive of consumer insights, consumer segmentation, competitive intelligence, industry trends, and developments.
• Drives marketing database strategies, and conducts thorough gap analysis in the business’s data, consumer acquisition strategies, and data quality practices.
• Overseas the CX department and ensures the vision and strategic roadmap is on track for the BU, through continuous improvement CX initiatives across all touchpoints and provides guidance on design methodologies for best in class customer journey
• Overseas CRM, Loyalty and is a major stakeholder in delivering the Advanced Analytics Strategy for the BU