Marketing Coordinator

The Marketing Coordinator supports strategic marketing and customer experience initiatives, enhances brand perception, drives customer loyalty, oversees day-to-day team operations, and leverages technology to deliver impactful, innovative campaigns

Responsibilities:        

Leadership

• Ensure that there is 100% alignment with the organisation’s brand strategies.
• Ensure that customer needs and insights inform decision-making in marketing and service delivery.
• Ensure consistency of the brand voice, visual identity, and messaging across all internal and external communications.

 Performance Measurement

• Propose and implement robust metrics to gain deeper insights into brand health, customer satisfaction, engagement and behaviour, ROI of marketing and CX initiatives, and other KPIs relevant to strategic objectives.
• Develop comprehensive reports and insightful dashboards on marketing campaign effectiveness, customer engagement levels, the impact of CSR activities and service standard achievement.

 Customer Service

• Develop and implement proactive customer engagement strategies across various touchpoints (digital, in-person, phone), identifying pain points and opportunities to enhance customer experience.
• Collaborate with Marketing Manager to set leading service standards and implement and monitor call quality processes, identifying opportunities for improvement based on customer feedback and interaction data.
• Conduct market research, including competitor analysis and Voice of Customer (VoC) programmes to identify trends, opportunities, and areas for improvement in marketing, content development and customer experience.
• Drive the development, implementation, and promotion of innovative customer service solutions, streamlining service access to include online appointment systems and other digital self-service options.
• Coordinate and deliver customer service training refreshers for all staff.
• Manage content creation for customer-facing communications, ensuring brand consistency and alignment with engagement goals.
• Assist in maintaining and promoting the organisation’s brands through consistent messaging and positive customer interactions.

 Corporate Social Responsibility

• Develop and implement communication plans for Corporate Social Responsibility (CSR) initiatives, effectively engaging stakeholders and highlighting the company's commitment to the community and social impact.

 Project Management

• Support the manager with marketing projects/initiatives to ensure completion within stipulated timelines and budgets.

  Content & Communication

• Write speeches for senior management as needed for delivery at events involving stakeholders.
• Manage the review, vetting and approval process for all external communications, as well as marketing and social media copy.

 Collaboration & Teamwork

• Facilitate open and effective communication channels both within the Marketing Team and with other teams to share insights and optimise workflows.
• Promote a positive and cohesive team environment by encouraging open communication, mutual respect, and knowledge sharing across the Marketing team.
• Actively contribute to a culture of support, accountability, and continuous improvement, providing constructive feedback and helping resolve interpersonal challenges that may impact performance.