Head Of Service Marketing | Al Futtaim Aftersales | Dubai
at Al Futtaim Group in
Job highlightsPosted on September 17, 2020
The job holder will be responsible for driving service marketing performance and optimization across Aftersales in all brands and through all channels.
This will include digital and E-commerce proposition, to improve lead generations in line with the all over CRM strategy.
Responsible for strategic imperative by creating a seamless ATL and BTL platform for service customers which fully integrates with the physical attributes for the automotive customer life cycle
Accountable for defining the strategy, development, execution, and measurement of the service marketing programs that accelerates growth and drive revenue
Develops the Al Futtaim Aftersales Brand Image in collaboration with the Brands, creating ATL and BTL content
Define the main customer groups and outline the most efficient way to target these customers using various channels
Implement and deliver service conversion rate programs with a focus on increasing conversion, customer engagement and retention
Develop value propositions for optimizing conversations and retargeting campaigns for new customers and reactivate lapsed customers
Create a sustainable division wide aftersales service offering; e.g. service maintenance contracts, roadside assistance program.
Coordinates inter-divisional Service offers with Sales, Insurance companies, SMC providers and Financial Services
Digital Marketing and Ecommerce Solutions
Create and drive aftersales digital journey, working cross functionally across all brands
Coordinates with Corporate Marketing and the Business Units on the Web Structure of the Aftersales sites
Ensures standardization of the “look & feel” of all digital interfaces with our customers and the seamless experience of the customer between digital and “physical” world
Responsible for creating strategies to increase digital traffic which converts to leads, by creating innovative digital campaigns
Manage, create, provide recommendation for brand service campaigns content highlighting value propositions, which will help maximize the campaigns effectiveness.
Work and align with product suppliers.
Monitor digital and social media KPI’s and implement countermeasure plans to improve customer experience and web traffic which leads to improved conversion rates
Orchestrate all aspects of a strategic ecommerce plan. Combine existing expertise in sales, marketing, technology and management to deliver a superior brand and digital experience for all customers
Manages e-commerce platform for B2C and B2B products to achieve annual financial targets
Accountable for principals, stakeholders and internal / external partner management
Market Intelligence and Performance KPI
Creates measurement, including the design and operation of relevant dashboards and reports; which articulated the campaign success and improvements
Develops an effectiveness framework, including campaign ROI, tracking and monitoring, to measure the efficiency of all Service Marketing activities
Establishes with stakeholders KPI’s to measure marketing effectiveness by marketing channel
Defines and manages the analysis and improvement of various conversion touch points
Creates and updates comprehensive industry, competitor and customer models including, but not limited to, market share, growth projections and trends.
Collate competition data and market trends from internal and external sources and utilize systems and technologies (Web Scrapping, data collection portals, markets surveys, mystery shopping, google analytics) to track campaign effectiveness, influence best practice and strategic business decision making
Defines marketing channels and offer solutions to the project core team in incubation and transformation projects
Creates content in alignment with stakeholders; ensuring the brand values are clearly defined and be “transferred’ to associates, private and professional customers
Create customer journey mapping touch points to maximize the commercial opportunities
Creates benchmarking and solution improvement criteria’s
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