Marketing Officer

The Marketing Officer is a cross functional role that provides hands-on marketing support at shop level to enhance customer experience while assisting head office with pricing activities and analysis.

JOB DUTIES

In-Store Marketing & Customer Experience:

• Plan, coordinate, and oversee in-store product tasting events and other experiential marketing activities.
• Execute and implement new planograms with shop teams to optimize product placement and drive sales.
• Audit in-store merchandising, displays, and marketing material placement, providing structured feedback to shop teams for improvement.

Market Intelligence and Reporting:

• Collect, analyze, and report on local competitor activity (pricing, promotions, new openings).
• Gather feedback from shop teams on product performance, customer queries, and direct feedback to prepare actionable reports.
• Track promotion-specific sales data to report on campaign effectiveness.

Customer Relationship & Loyalty Management:

• Oversee the implementation, communication, and performance tracking of the customer loyalty program.
• Serve as a primary point of contact for customer service, handling complaints and inquiries received by email.
• Compile and maintain a database of customer complaints, compliments to identify trends and insights for the business.

Product Knowledge & Training Support:

• Assist in product knowledge initiatives, including creating internal product factsheets and leading and coordinating staff tastings across locations.
• Collaborate with the Training Manager to integrate product knowledge into onboarding programs for new staff.

Marketing Operations & Administration:

• Track and report on marketing budget expenses, ensuring activities remain within allocated funds.
• Serve as a central contact for marketing inquiries from store managers.
• Coordinate for the distribution of marketing materials and point-of-sale items to store locations.
• Maintain an organized inventory of marketing materials.

 External Coordination & Social Media:

• Create monthly social media content proposals and submit to Operations Manager before agency briefing.
• Monitor the company's social media page, flagging issues for management.
• Manage the day-to-day relationship and workflow with external agencies (hostess agency, shop branding intiatives etc.).

 Pricing and System Management:

• Work out detailed retail pricing for all shops, ensuring all changes are reviewed and validated by the Operations Manager prior to system updates.
• Maintain and update the central pricing database for FLM shops.
• Accurately load promotional pricing or markdowns into all systems.
• Serve as the primary point of contact for pricing inquiries from FLM shops.
• Communicate price changes, promotions, and updates to concerned parties