Senior Marketing Manager

Position Overview:

The Head of PR, Marketing, and Customer Management is responsible for strategically positioning the company, building brand equity, and enhancing customer experiences. This role leads the PR and Marketing team, including the Activation Executive, to drive effective marketing campaigns and ensure exceptional customer satisfaction. Additionally, the role involves developing and implementing a customer loyalty program to foster long-term engagement and contribute to sustainable business growth.

Goals:

●      Enhance Brand Visibility: Strategically position the company as a leading and trusted entity in the industry, attracting new business opportunities, partnerships, and increased participation in our events.

●      Develop Customer Loyalty Program: Establish a comprehensive customer loyalty program to increase customer retention and lifetime value.

Roles & Responsibilities:

●      Leadership and Team Management:

o  Lead, manage, and hold the PR, Marketing & Customer Management team accountable for their performance for both Malaysia and Singapore market.

●      Public Relations:

o  Develop and implement PR strategies to enhance the company's reputation and public image.

o  Cultivate positive relationships with media, influencers, and stakeholders.

o  Manage crisis communications effectively and proactively.

●      Marketing Campaigns:

o  Lead the planning and execution of integrated marketing campaigns across various channels.

o  Analyze market trends and consumer insights to inform marketing strategies.

●      Customer Service Management:

o  Oversee and optimize customer service processes to ensure timely and effective issue resolution.

o  Implement customer-centric initiatives to enhance overall satisfaction and loyalty.

o  Monitor and respond to customer feedback, reviews, and inquiries across multiple platforms.

●      Activation Management:

o  Oversee activation activities, such as running clinics, race entry pack collection events, and roadshows.

o  Ensure these activities effectively connect with target communities and enhance brand engagement.

●      Digital and Social Media Management:

o  Oversee and manage the company's digital assets, including the website and social media platforms.

o  Develop and implement a comprehensive social media strategy to increase brand awareness, engagement, and registrations.

o  Create and curate relevant content for various social media platforms.

Requirements:

●      Education: Bachelor's or Master's degree in Marketing, Communications, Public Relations, Business Administration, or a related field.

●      Experience: Minimum of 5 years of relevant work experience in marketing, public relations, or customer service roles, with at least 2 years in a leadership position.

●      Skills:

o  Creative and strategic thinking: Ability to develop plans that align with overall business objectives.

o  Customer-centric mindset: Deep understanding of customer needs and a commitment to delivering exceptional customer service experiences.

o  Analytical skills: Strong ability to assess marketing campaign performance, customer satisfaction metrics, and other key performance indicators, enabling data-driven decision-making.

o  Adaptability: Ability to adjust to changing market dynamics, customer preferences, and emerging trends in a dynamic business environment.

o  Technological proficiency: Experience with AI tools and a demonstrated ability to adapt to new technologies quickly.

o  Agility: Capacity to think and work swiftly in a dynamic environment.

Performance Metrics (Scorecard):

●      Revenue: No of quality leads for B2B ( New EOB & Sponsorship prospects )

●      B2C Participant Registrations: Registration number for events

●      Customer Helpdesk Metrics: Response time to customer inquiries and promptness in resolving customer issues.