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Brand & Customer Experience Manager - Jobs in Kenya

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Brand & Customer Experience Manager - (18000076)

Job Description

The ideal candidate would be responsible for managing and continuously developing the Customer Experience across all touch-points while concurrently overseeing and promoting Kenya Airways brand, products and service.

Key Accountabilities/Responsibilities

  • Build best in class passenger experience goals and roadmaps. Additionally, deliver a business-wide passenger experience journey that aligns to passenger value and needs.
  • Ensure there is brand consistency throughout Kenya Airways.
  • Define brand and customer service business objectives
  • Work closely with the agency to develop and implement brand and advertising strategies for new and existing products and services.
  • Manage brand assets and maintain brand quality standards
  • Prepare and implement brand/advertising budgets as well as monitor to ensure expenditure is in line with the company business plan.
  • Perform regular market research to gain brand data.
  • Work with the leadership teams to define and launch Kenya Airways’ next generation product and service solutions
  • Recruit, nurture and develop/retain quality team members.
KEY PERFORMANCE INDICATORS

  • Brand attributes (perception, share of voice and brand health)
  • Marketing campaign effectiveness
Knowledge, Skills, Experience

  • Advertising and Media Training
  • Minimum of 5 years experience in related Customer Experience and/or Brand Management roles with a Bachelor’s degree.
  • A Master’s degree would be an advantage.
  • Track record of driving and delivering multiple brand projects simultaneously with demonstrated organizational, planning and time management skills
  • Excellent verbal and report presentation abilities.
  • Strong relationship and negotiation skills with both internal and external partners.
Click to apply on company website
 

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