Head of Marketing & Customer Engagement

at Clicks
Location Cape Town, South Africa
Date Posted Oct 21, 2020
Category Sales & Marketing Jobs
Job Type Full-time


    • Job Objectives:

      • Working with digital and customer engagement teams to drive the delivery of an integrated Marketing &Communications function, role modeling leadership and collaboration across the wider functions within clicks
      • Direct, strategise and plan actions that ensure the availability and effectiveness of the Clicks Digital & Customer engagement  offering in order to satisfy consumer demands
      • Drive the brand marketing calendar with agile marketing to ensure all communications are delivered through the most effective channels, including traditional media, digital media and personalization
      • Accountable for the brand advertising CI, including approval of all brand advertising and messaging to ensure compliance to customer market dynamics and diversity and inclusivity.
      • Drive best in class customer experience across the multiple touch points including effective call centre management
      • To co-create the Clicks strategic agenda and support the delivery of a compelling and sustainable brand proposition by contributing effectively across functions as an executive team member.
      • To maximise coverage of the brand within appropriate formats in order to retain and gain market share through the implementation of effective productivity strategies
      • Drive delivery of budgeted sales, profit, margin and other income as well as efficiently manage in order to achieve an effective ROAM
      • To ensure effective people management and development in order to build capability to meet current and future business needs and support the delivery of the brand Transformation Roadmap.
      • Deliver new digital products and enhancements to existing products to achieve improvements in online and offline customer journeys, driving a step change in the technology and data that underpins the experience
      • Drive a step change in digital analytics, measuring and monitoring the effectiveness of our websites and promoting data driven enhancements
      • Digital optimisation by leading optimisation initiatives to optimize site performance based on performance analysis, AB tests and latest competitor and industry developments
      • Lead on change delivery for Marketing, developing process that ensure good governance, effective resourcing, realization of return on investment / benefits


      • Extensive industry knowledge and contacts– stays abreast of industry and market trends
      • Understanding Internal Business Environment
      • Consumer and data insights
      • A deep understanding of the role content plays in creating experiences and is expert in identifying, developing/sourcing and curating content of all types
      • Customer Servicing Model/ Customer Relations Management
      • Excellent understanding of digital technologies and identifying, sourcing and delivering new technologies to improve customer experience and drive growth
      • Loyalty Programmes to maximise sales
      • Understanding of Marketing Research Technologies and Principles
      • Business Acumen
      • Strategic Planning
      • People Management
      • High level verbal and written communication


      ·        Leadership and coaching skills

      ·        Customer-centred approach

      ·        Judgment and decision-making

      ·        Planning and organising skills with a strong attention to detail

      ·        The ability to drive wide-ranging change initiatives in a consistent manner

      ·        Presentation Skills



      ·        Planning and Organising

      ·        Creating and Conceptualising

      ·        Presenting and Communicating Information

      ·        Deciding and Initiating Action


      ·        Adhering to Principles and Values

      ·        Persuading and Influencing

      ·        Delivering Results and Meeting Customer Expectations

      ·        Adapting and Responding to Change


      Minimum requirements




      •  13-15 Years’ senior management experience of planning and delivering large scale digital change initiatives with a leading consumer facing brand
      •  Experience of providing digital channel management


      •  5 years +Experience in a Pharmacy Wholesale/Retail environment or Experience in FMCG environment or Experience in Franchising environment or Experience in General Management


      •  Essential: Bachelor’s Degree
      •  Desirable: MBA or similar post graduate qualification
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