Job Summary

The Marketing Coordinator is a strategic thinker responsible for assisting with the development of progressive marketing strategies based on the business growth objectives of the company and its subsidiaries.   The person is responsible for enhancing brand perception and increasing customer loyalty through innovative customer-centric initiatives. With day-to-day oversight of the Marketing and Customer Experience Team, the Marketing Coordinator will spearhead all marketing-related projects and initiatives and promote the use of cutting-edge technology to ensure optimal impact.

Job 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 develop comprehensive reports and insightful dashboards to gain deeper insights into brand health, marketing campaign effectiveness, customer satisfaction, customer engagement and behaviour, ROI of marketing initiatives, and other KPIs relevant to strategic objectives.
• Collaborate with Marketing Manager to set premier service standards and implement and monitor call quality processes, identifying opportunities for improvement based on customer feedback and interaction data.
• Premier 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.
• Conduct market research, including competitor analysis and Voice of the Customers to identify trends, opportunities, and areas for improvement in marketing, content development and customer experience.
• Support 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.
• Coordinate and manage corporate and promotional events, including concept development, logistics, vendor coordination, timelines, and post-event evaluation.
• Content & Communication
• Conceptualise, design, and execute innovative advertising campaigns, coordinating creative development, media placement, and timelines to drive brand awareness, engagement, and measurable results.
• 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.
• Develop clear, compelling, and audience-appropriate copy for advertisements, marketing materials, campaigns, presentations, and corporate communications.
• Collaboration & Teamwork
• Facilitate open and effective communication channels both within the Marketing and Customer Experience Team and with other teams, promoting knowledge sharing and collaboration.
• Actively contribute to a culture of support, accountability, and continuous improvement, providing constructive feedback and helping resolve interpersonal challenges that may impact performance.

 Job Requirements

Knowledge, Skills and Abilities 

• Excellent communication skills - written, verbal, interpersonal and presentation.
• Strong organisational and project management skills
• Proven track record of developing and executing successful brand and customer-centric initiatives.
• Able to conduct research, analyse data, and develop insightful reports.
• Understanding of the principles of marketing, customer service, best practices and advertising cost-effectiveness.
• Thrives in group environments.
• Capable of navigating a fast-paced work environment with shifting priorities