Under the direct supervision of the Director of Commercial Services (DCS), the Deputy Director Marketing and Client Experience is responsible for leading the Marketing functions of organization and specific to all commercial channels of the organization. Responsible for overall marketing plan development of the commercial channels and extend technical support in execution of rigorous strategies to marketing, branding, service marketing and sales product marketing strategies and to create super brand presence. Ensure engagement for excellent client experiences at various service delivery points. Ensure tracking of the marketing impact, document and share marketing success stories. Responsible extend managerial and business leadership for contact center and CPD center business operations.
Specific Roles and Responsibilities
Strategic leadership role,
· Contribute to the company level strategic and business plan development.
· Ensure that all policies, systems, and standard operating procedures are updated and properly implemented.
· Strategically lead marketing plan development in consultation with channel leads and ensure overall brand repositioning aligned to organization’s mission and vision.
· Lead the contact center team to deliver health information, counselling referral services for continuum of care to MSIE service delivery points,
· Lead the CPD centres team to deliver market oriented CPD programs, to build B2B partnerships and to ensure financial self-sustainability of the CPD training center.
· Take leadership to ensure high team spirit and productivity management by on job coaching, field visits and periodic reviewing of performance targets of each health facilities.
Marketing
Develop, maintain & lead the marketing strategy for MSIE that informs all channel and organizational wide communication using traditional and modern communication platforms. e.g. Published articles/blogs, video content, Contact Centre, Website, Social Media, radio, community mobilization, etc.
Plan for the marketing campaigns of the commercial channels of MSIE, ensure timely implementation, tracking impacts, and sharing success stories to all stakeholders.
Maximize return on investment from marketing and BCC spent to increase measurable health impact and cost effectiveness.
Work together with the operational teams to ensure messaging and strategy are implemented appropriately at the field level for all channels.
Develop and implement key behavioural change and service promotion strategies and initiatives to the specific client and customer profiles, including youth and High Impact Clients.
Ensure that overall branding and demand generation plans are aligned with channel priorities, are evidence-based and consistent with MSIE’s country and global support office priorities.
Conduct periodic reviews of the market to understand market dynamics, client insights and practices of other partners / competitors in the area of maternity health services, safe abortion and other SRH at all levels;
Extend monitoring technical support for center and local level demand generation activities, product sales and promotion, client referral networking, and brand activations.
Direct and oversee the client referral scheme execution and referral partnership.
Ensure the presence of MSIE marketing assets across all channels contact points.
Monitor the effectiveness of marketing activities; working closely with MSI global Evidence to Action and Marketing teams to generate evidence-based communication materials and strategies and the metrics that measure the quality and effectiveness of the marketing activities implemented by country programs.
Contact Center and Client Experiences
Develop a clear role, strategy, and mandate of the contact center in support of the channel demand generation strategies to deliver continuum of care and referrals.
Support the manager in coaching the call agents for effective use of time and resources to satisfy calling clients and ensure increment of service referral to MSIE centers and other channels as appropriate.
Develop/Adopt the client contact center operating protocol aligned with MSI global guidelines and toolkits and in line with the established role and vision;
Ensure synergy and building of equity in line with the MSI brand between the contact center, the website and MSIE’s presence on social media to especially reach out to youth and clients at large.
Continuous monitoring and evaluation of the Client Contact Centre using appropriate reporting tools and ensure all data is used to inform marketing activities and channel initiatives for demand generation & referrals.
Build the capacity of the Client Contact Centre manager and team as a platform to promote Marie Stopes Ethiopia and position the organization as a lead Reproductive Health provider of choice;
Work closely with London Support Office (LSO) contact center channel lead for improvement and growth.
Track all contact points of client engagement, addressing client queries, and identifying ways to improve our customer services.
Responsible for developing and implementing strategies that enhance the customer experience and drive customer loyalty. This may involve identifying customer pain points and developing solutions to address them, as well as implementing processes and technologies that improve the efficiency and effectiveness of customer interactions.
Work with channel leads to using customer feedback to inform and improve client experience. This may involve collecting and analysing client feedback through various channels, such as client satisfaction surveys, social media, and client feedback form, contact center, to identify areas for improvement.
Responsible for leading and working with cross-functional teams, such as centre leadership, sales channel leads, MEAL, quality, contact center manager and social media specialists to ensure that all aspects of the customer experience are aligned and working towards common goals.
Responsible for communicating with clients and addressing any issues or concerns they may have. This may involve working with channel leads and quality teams or directly interacting with customers through various channels, such as email or social media.
Promote the delivery of client centred care through super client/ customer services.
Oversee branding consistency across MSIE centres through the execution of MSIE look and feel guidelines.
CPD Center Business
· Oversee and lead training centre business development strategies and marketing plan to achieve agreed training delivery KPIs and financial goals.
· Lead execution of training centre promotion activities to partner with potential clients, private, development partners and government institutions.
· Build strong relations and follow up with existing and potential partners, clients to increase training centre productivity.
· Explore upcoming training needs, tender advertisement by Government and potential MOUs partnership with MSIE training centres
· Prepare and execute training centre budget, expenses and income collection per agreed procedure and policies.
· Ensure mapping and consistent maintaining database of existing and potential partners, clinical and non-clinical training needs in the market and follow up system in place
Team Management and Development
· Ensure team working and knowledge sharing are facilitated.
· Ensures all team members are engaged, motivated and capacity development plan in place to continuously improve work performances.
· Ensure setting of proper KPIs for all team members and periodic review per set policy
· Mentoring and capacity building of team members, their professional development and career growth plan.
· Coach and mentor team members who are directly reporting and ensure cross learning and capacity building initiative/programs among teams.
Job Requirements
Education - First/Second degree in Marketing/Business Administration, Public Health or Health Communications, or equivalent qualification.
Desirable experiences
· Extensive experience working in Marketing, behavioural change communication campaigns and commercial business leadership.
· Minimum of 7 years experience working as a member of management team.
· Experience in creative brief writing, content review, target profiling, marketing data interpretation and analysis.
Skills, Attitudes and Attributes
MSI Ethiopia Reproductive Choices is dedicated to equal opportunity for all and recognizes that every individual is unique. Whilst we always seek to embrace individual differences and celebrate the diversity of our workforce, we also want to ensure that every team member is suited to their role and that they are given the best opportunity to succeed.
The personal attributes described below have been developed in accordance with the job description and other contextual factors relating to the role and are considered essential.
Proactive, result oriented approach
Experience in writing, editing, proof-reading and designing marketing communication assets.
Understanding of behavior change communication, trigger and barriers and ability to translate data & insights into first class marketing plans.
Good communicator, fluent in English, both oral and written; can “sell” ideas & concepts persuasively across wide range of stakeholders and groups (from community-based mobilisers to Government officials and senior donors)
Able to focus on the big picture, strategic, while understanding the detail
Highly numerate and can understand the financial impact of decision making and return on investment.
Highly analytical and can perform extensive analysis and use wide range of diverse data sets (e.g. DHS, continuous data, qualitative data) to make informed recommendations
Action and results orientated with ability to stay on track and can juggle multiple projects to deliver with quality and on time
Well-developed interpersonal, negotiation, influencing skills and ability to build relationships across teams and able to manage and motivate teams to achieve targets.
Excellent coach and able to coach and build team marketing capability.
Highly IT literate (use of word, excel, PowerPoint and outlook);
Passionate about our clients and strives to consistently meet and exceed expectations, putting the clients at the center of everything, and ensuring we deliver high quality, high impact services that meet their individual needs and improving access to health information and services.
Creative, results orientated, positive mindset.
Resilient, flexible, positive attitude and can thrive and enjoys fast-paced environment; flexible and able to cope with shifting priorities and deadlines.
Can drive hard for results and still take people on the journey; engenders trust and respect internally & externally.
Works as part of a team, providing support and flexibility to colleagues, demonstrating fairness, understanding and respect for all people and cultures.
Keen to pursue personal and professional development; actively seeks out feedback on their performance (both results and behaviours) with a view to continuously learning and growing as a leader.
Pro-choice
How to Apply
We invite candidates meeting the required qualifications email their CV and application letter with a single pdf to Humanresource@mariestopes.org.et before the closing date of this announcement i.e. within ten (10) days.
Please mention the title of the position and workplace you applied for on the subject line of your email.
Due to the volume of applications, we will only contact shortlisted candidates, and we are unable to provide any feedback on unsuccessful applications.
CANDIDATES WHO DO NOT FOLLOW THESE INSTRUCTIONS WILL NOT BE CONSIDERED.
MSI ETHIOPIA REPRODUCTIVE CHOICES STRONGLY ENCOURAGE FEMALE CANDIDATES TO APPLY!
