OX & Digital Marketing Manager, Malaysia

JOB TITLE: OPERATOR AND DIGITAL MARKETING MANAGER, MALAYSIA

SCOPE: MALAYSIA

BUSINESS CONTEXT AND MAIN PURPOSE OF THE JOB

At Unilever Food Solutions, our purpose is to Free Chefs to love what they do. We work with Hotels, Restaurants and Caterers to create exciting menus that are good for diners, and good for the planet. Our brands include Knorr, Best Foods and Lipton- trusted and used by chefs and F&B operators every day.

We're searching for an Operator Experience Manager to own and champion the customer experience of our priority customer segments. Using data and insight you will design the overall experience strategy and develop and execute the right journey and solutions-channel basket, services, campaigns and content-- to the right customer at the right time, in the right place.

You will lead cross-functional collaboration to deliver high-quality, personalized customer interactions in each step of the journey, to achieve customer happiness and satisfaction with UFS and our brands.

MAIN ACCOUNTABILITIES

CUSTOMER INSIGHT AND STRATEGY

• Uses local data and insight, global foresight and deep customer understanding to define the Customer Experience (CX) Strategy for the target segment

• Develops multi touchpoint journeys that help UFS attract, engage and retain customers

• Designs optimal processes to support the journeys.

EXECUTION, MONITORING AND OPTIMIZATION

• Executes, tracks, and optimizes all aspects of CX:

  • Deploy and amplify product innovation + brand activation / campaigns + services

  • Curate and deploy relevant always-on content

  • Manage SEO

  • Media planning and budgeting to drive awareness, engagement and sale. Works with agency to ensure efficiency of paid media, capability building, reporting & optimization.

• Drives lead generation, lead nurturing, scoring and management through to sale to help marketing and sales teams work smarter and faster

• Continuously reports & optimizes journeys whilst providing insights and recommended actions to the teams that impact the journeys (i.e. marketing, sales, telesales, customer care).

• Conducts monthly/quarterly review to include competitive price monitoring, trends scanning and sales performance analysis, to optimize performance and meet business targets

• Keeps connected with F&B industry trends relevant to the target segment

• Manages the budget to achieve CX and growth ambitions

• Manages marketing routine tasks

TEAM COLLABORATION AND LEADERSHIP

• Leads cross-functional teams (Data, Business Tech, Sales, Trade Marketing, Category Marketing, Sales Operations) to deliver high quality, personalized interactions at each step of customer journey

• Ensures strong collaboration and co-ownership of the CX within the teams

• Champions Customer-Centricity throughout the organization

WHAT WE ARE LOOKING FOR

Passion points:

• Highly self-motivated and self-starter

• Customer-love: data savvy, passion to make customers lives better

• Food and Out-of-home

• Building high-performing and sustainable businesses

• Willing to travel 25% of time for customer immersions

Skills & Strengths:

• Data and insight analysis

• Marketing strategy development

• Execution, monitoring and optimization with strong ability to prioritize and meet deadlines

• Agility in a complex organization

• Team collaboration catalyst - harness the collective energy, collaborate within teams

Experience

• 8+ years of marketing, digital and CX experience.

• Data analysis, creative problem solving

• Project conceptualization and execution

• Budget management

• Brand Activation

• Media planning

• Nice to Have: Sales Experience and/or Category/Innovation experience

ARE YOU INTERESTED

Please apply online and add your updated resume. Your application will be reviewed against our requirements and we will be in touch to provide you with an update on the status of your application if shortlisted.

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their Whole Self to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.

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