Manager, Public Relations and Consumer Affairs

The Manager, Public Relations & Consumer Affairs leads the Authority’s public relations and consumer affairs team; develops and implements internal and external communication strategies for the organisation, which promote the corporate identity and mission of the Authority as sector regulator.

Job Title:                 MANAGER, PUBLIC RELATIONS AND

CONSUMER AFFAIRS

Job Summary

The Manager, Public Relations & Consumer Affairs leads the Authority’s public relations and consumer affairs team; develops and implements internal and external communication strategies for the organisation, which promote the corporate identity and mission of the Authority as sector regulator.

Key duties and responsibilities

1. Plan, coordinate and execute the Authority’s programs to educate all stakeholders on its policies and mandate.
2. Prepare media releases, feature articles and speeches.
3. Ensure the production of brochures, newsletters, and audio-visual productions utilising appropriate methods and media for promoting and communicating the Authority’s standards, activities and achievements to its public.
4. As directed, plan, and coordinate news conferences, media briefings and other media-related activities and establish and maintain effective communication channels with the private and public media for information dissemination.
5. Plan, and coordinate programs, events and meetings for effective stakeholder feedback in accordance with approvals.
6. Ensure effective maintenance of performance standards for the timely and compliant resolution of consumer complaints
7. Manage protocol arrangements for internal and external events.
8. Manage and coordinate the activities of the Public Relations and Consumer Affairs department in consultation with the Division Head and provide advice, guidance, coaching and on-the-job training for staff as required.
9. Manage and coordinate the Authority’s online presence by implementing social media content strategies and digital campaigns based on engagement data analysis, social media trends and consumer interactions.
10. Ensure a safe and harmonious work environment by treating staff issues and resource requirements in a consistent and timely manner consistent with the Authority’s policies and procedures.
11. Set performance objectives, monitor goal attainment and conduct staff performance appraisals consistent with the Authority’s performance management system.
12. Comply with the HSE policy & procedures of the Authority and cooperate with workplace health and safety measures and initiatives.
13. Ensure risk management activities for areas of responsibility are implemented, regularly monitored and maintained and regularly inspect work areas and activities of subordinates to identify hazardous working conditions and implement corrective actions.
14. Perform other related duties as required by the job function.

Qualifications and Experience     

Education as evidenced by:

1. A Recognised bachelor’s degree in mass communications or related discipline

  Minimum Experience

1. Minimum of seven (7) years working experience at a managerial level or equivalent in the field of corporate communications, of which a minimum of three (3) years includes supervising professional staff
2. Experience in media planning and modern communications planning, information gathering and dissemination methods, and events planning
3. Experience in consumer services and complaints management
4. Telecommunications industry experience would be an asset

Core Competencies:

 Detailed knowledge of:

1. Principles, practices and techniques of mass communications
2. Social media engagement and real-time marketing techniques
3. Consumer services and complaints management
4. Print and audio-visual productions principles and technologies