Brand Manager: Consumer OTX

Purpose: Brand Manager bridges the gap between the customer and the brand they work for. Their jobs ensure that each touchpoint across the customer journey is engaging, efficient, and effective. Brand Manager uses information from the customer experience to gain insights from the customers unique perspective. The goal of BM is to augment the customer experience and cultivate customer loyalty. Duties and responsibilities: Champion opportunities to consistently Improve the "Brand" experience Drive customer retention, and switch from competitor brands Map the customer journey and identify opportunities to proactively intervene on the clients' behalf Guide team in the effective resolution of customer and brand-related issues/queries and handle any escalations Develop listening points in the customer journey, and define and segment the customer base. Develop varying strategies to address segmented customer needs based on their progress on the adoption curve, defend the existing customer base and identify opportunities for continuous improvement Test new strategies for driving customer value Develop and implement customer experience strategies, Reviewing and pulling insights from analytics and data Segmenting customers and audiences into meaningful groups Using insights from data to make improvements, maintain the feedback loop flow, and predict future needs and problems. Team alignment and collaboration to deliver on customer experience objectives Brand blueprint/DNA ownership and maintenance Effective execution of customer experience strategy: Define objectives, develop hypotheses, establish a method of execution, Implement, Monitor, and iterate based on customer experience and response. New representative brand onboarding Qualifications and skills: 3 Year degree (Non-specific; e.g. Can be Medical or Medically related or Sciences or Marketing etc) 3 - 5 year's experience in managing Consumer brands ( Fast Moving Consumer Goods (FMCG) and OTX Pharmaceutical experience advantageous ) OTX = Over the Counter ( OTC ) brands with marketing experience of these OTC brands to Health Care Professionals. Project management Agency engagement Performance monitoring, outlier diagnosis and management Customer engagement and feedback to market insights Customer experience (CX) strategies Clinical analytical skills Digital and social media marketing insights required Critical thinking skills and the ability to use data insights to drive marketing strategies and tactics