Marketing Manager

1. Marketing Strategy & Campaign Management

Develop and manage the annual and monthly marketing calendars, ensuring campaigns are strategically planned, adequately resourced, and delivered on schedule.

Plan and execute integrated marketing campaigns and promotions aligned with business objectives, including sales growth, footfall, customer acquisition, retention, and brand engagement.

Manage the marketing budget, including budget planning, campaign expenditure, tracking, and optimisation to maximise return on investment.

Prepare data-driven campaign proposals with clear objectives, target audiences, budgets, expected outcomes, performance indicators, and commercial rationale.

Monitor and evaluate campaign performance, analyse results, and recommend improvements to optimise future campaigns.

Translate market, customer, and business insights into effective marketing initiatives that support both short-term performance and long-term business growth.

2. Cross-Functional Collaboration

Work closely with Operations, Procurement, and store teams to ensure marketing campaigns are commercially viable, operationally feasible, and ready for execution.

Coordinate campaign briefings and ensure outlets are equipped with the necessary information, marketing materials, systems, and resources prior to campaign launches.

Work closely with Operations and Customer Service to address and resolve campaign-related customer issues promptly and effectively.

3. Digital, Loyalty & Customer Engagement

Lead marketing activities across digital channels, delivery platforms, marketplaces, and other customer touchpoints to drive customer engagement and commercial performance.

Manage and optimise the loyalty programme, including member acquisition, engagement, communications, performance tracking, and retention initiatives.

Oversee digital marketing activities across social media, EDMs, app push notifications, paid media, and other relevant channels, including the management of external agencies where required.

Ensure POS systems, mobile applications, loyalty platforms, delivery platforms, and other relevant systems are properly configured, integrated, and tested prior to campaign launches.

4. Customer Experience & Brand Reputation

Develop and maintain customer service recovery and compensation guidelines, including clear authority limits and escalation procedures for frontline teams.

Prepare customer FAQs, complaint-handling guidelines, and response templates for major campaigns, product launches, and promotions.

Oversee the escalation and resolution of campaign-, loyalty-, and promotion-related customer issues.

Monitor customer reviews, social media feedback, and other customer sentiment channels, working closely with Operations and Customer Service to address concerns.

Identify recurring customer feedback, service issues, and pain points, and translate these insights into improvements across campaigns, products, processes, and the overall customer experience.

5. Brand Management & Partnerships

Oversee the development and execution of marketing materials and brand communications, including press releases, brochures, presentations, videos, digital content, and other promotional assets.

Identify, develop, and manage strategic partnerships and collaborations that support brand awareness, customer acquisition, engagement, and business growth.

Conduct ongoing market, customer, and competitor research and translate findings into actionable marketing strategies and recommendations.

6. Reporting & Vendor Management

Prepare comprehensive monthly marketing reports covering campaign performance, commercial results, budget utilisation, customer feedback, key insights, and upcoming marketing plans.

Establish, monitor, and review marketing KPIs, providing actionable recommendations based on campaign performance, customer behaviour, and business results.

Manage external agencies, creative partners, media agencies, vendors, and other marketing partners, ensuring effective management of budgets, timelines, deliverables, quality, and performance.

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Tagged as: Data Analysis