Marketing and Customer Experience Manager

The Luxurious Terra Nova All Suite Hotel is seeking to fill the position of Marketing & Customer Experience Manager.

The  Terra Nova All Suite Hotel is seeking a suitable candidate to fill the position of Marketing & Customer Experience Manager.  

Responsibilities:

• Evaluating & optimizing marketing & pricing strategies.
• Analysing market trends and preparing forecasts.
• Generating and managing new business leads.
• Increasing brand awareness & market share.
• Coordinating marketing strategies with all internal departments.
• Developing & managing the marketing department's budget.
• Designing of branding, advertising, & promotional campaigns.
• Curating, coordinating, and managing events.
• Promoting brand at major industry-related events.
• Keeping informed of marketing strategies & trends.
• Define and implement standards/procedures for ensuring optimal customer experience.
• Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.
• Supervise the activities of other teams to ensure their interaction with customers reflect positively on the company.
• Liaise with other internal departments to ensure delivery of high-quality products and services.
• Establish communication mediums through which customers can readily contact a company and vice versa.
• Oversee the restructuring of an organization into a customer-focused establishment.
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
• Prepare and manage annual budgets in achieving set objectives and goals
• Conduct studies and research to discover new techniques necessary for improving customer experience.
• Organize training programs for customer experience representatives to update their job knowledge and enhance their skills.
• Oversee the merchandising of all company products to ensure it entices purchase.
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
• Brainstorming and implementing event plans and concepts.
• Managing budgeting, receipts and/or invoicing.
• Liaising and negotiating with vendors & potential clients.
• Negotiating sponsorship terms.
• Managing all event logistics.
• Updating senior management on all related activities leading up & prior to events.
• Coordinating branding & communication to include third-party branding.
• Obtaining permits.
• Generating post-event reports.

  Requirements:

• Bachelor's degree in marketing, finance, business administration, or similar.
• At least two years' experience as a marketing manager or customer experience manager.
• Strong communication skills.
• Project management experience.
• Highly Organized with strong capacity to multi-task.
• Risk management experience.
• Advanced technical proficiency in Adobe Photoshop, Adobe Illustrator, Adobe Premiere Pro, Adobe Dreamweaver, Wordpress & Microsoft Office Applications.
• Technical proficiency in electronic marketing automation software such as HubSpot Marketing and Bitrix24.
• Technical proficiency with back-office operations of any major Point of Sales System.
• Technical proficiency in all major social media platforms and business portals.
• Technical proficiency in various event software.
• Essential technical skills include photography, graphics design, videography, video editing, website development & maintenance, preferred but not required.
• Extensive knowledge of marketing strategies, channels, & branding.
• Strong leadership, communication, interpersonal, and collaboration abilities.
• Strong analytical and problem-solving skills.
• Strong time management & organizational abilities.
• Ability to organize and direct the activities of customer facing representatives to ensure the delivery of high-quality service to customers.
• Ability to courteously interact with clients to ensure positive customer experience.