Head Marketing Innovation and Customer Engagement

Head Marketing Innovation and Customer Engagement

PUBLIC TRANSPORT SERVICE CORPORATION

VACANCY

The Public Transport Service Corporation (PTSC), in its drive towards improving and expanding its services, is pleased to invite applications for the following CONTRACT position:

HEAD MARKETING INNOVATION AND CUSTOMER ENGAGEMENT

one (1) position

JOB SUMMARY:

Head Marketing Innovation & Customer Engagement is an executive level position which plays a key role towards achieving the Corporation’s vision, mission, and strategic objectives. This role is responsible for the Corporation’s customer experience function and its alignment with the department’s and Corporation’s strategic goals and objectives. The focus areas under the purview of the role include stakeholder engagement, sales and product development. This leader is required to supervise and oversee the strategy, planning and execution of overall customer experience.

DUTIES AND RESPONSIBILITIES:

• Overarching responsibility for customer experience related targets set in PTSC’s strategic plan.

• Responsible for all KPIs across the customer journey; leads on customer experience strategy.

• Responsible for oversight of strategic initiatives as required.

• Advocate for departmental change and cross functional collaboration for the overall improvement of customer experience.

• Provide necessary reporting and analytics strategy for transportation service delivery.

• Has oversight on internal communication strategy for the Corporation.

• Prepares Communique and other Documents for use by the Board and Executive.

• Prepare the department’s budget for approval and then manage approved funds.

• Liaise with external stakeholders as required on behalf of the Corporation.

• Develop effective management relationships to support customer experience strategy and execution.

• Represent the Corporation at local and overseas conferences, meetings, as needed.

• Monitor and drive the customer satisfaction survey and implement process strategies to continually improve customer satisfaction ratings.

MINIMUM QUALIFICATION AND EXPERIENCE:

• Post-graduate qualifications in Marketing, Public Administration, Corporate Communications, Business Administration, or a related field.

• A Bachelor’s Degree in Marketing, International Relations Economics or any related field.

• Project Management certification (e.g. PMP, Prince2) would be desirable.

• At least 7-10 years’ senior management experience in a similar environment.

REQUIRED SKILLS AND KNOWLEDGE:

• Experience in communications, marketing and/or brand development.
• Knowledge of design and innovation thinking methodologies.
• Knowledge of customer journey mapping.
• Ability to leverage data analytics to extract insights, passenger trends and mindsets.
• Knowledge relating to customer experience metrics such as retention rates, customer effort score and customer satisfaction