We are looking for a dynamic Lead, Marketing & Digital Services to drive key initiatives across our business operations, focusing on digital transformation, customer experience, and strategic communications. In this role, you will:

Marketing

• Develop an overall communication strategy and roadmap, with a focus on digital media, to contribute to the success of Business Operations.
• Create innovative digital concepts to promote products and services through digital channels and social media, working closely with media agencies.
• Propose and manage the Business communication budget, ensuring alignment with the financial plan and objectives.
• Oversee exhibitions and events for Business customers, ensuring the company’s presence is strong at major exhibitions and events.
• Design content, messaging, and channel strategies focused on digital channels to support marketing initiatives.
• Drive social media engagement by implementing communication campaigns and media plans that align with a purposeful marketing strategy.
• Develop an events roadmap, partnering with external parties to achieve marketing goals for Business Operations.

Digital Services, CEX, and Online Sales

• Lead the digitization of operations, optimizing customer journeys across conventional and digital touchpoints to meet customer needs.
• Ensure consistency across all customer touchpoints, suggesting process improvements to enhance the Business customer experience.
• Define and monitor customer experience KPIs to ensure superior service.
• Oversee the design of surveys and other methods for gathering unbiased customer experience data, including ongoing market research (e.g., questionnaires, focus groups).
• Continuously review customer experience and satisfaction data, proposing improvements to ensure best practices are followed.
• Govern all digital channels, including user experience, user interface, functionality, and service portfolio, to ensure the best customer experience.
• Analyze customer complaints and pain points, developing proactive solutions to improve customer service in collaboration with key stakeholders.
• Define digital sales plans and set targets in coordination with Planning and Performance to align with the Marketing & Digital Services strategy.

People Management

• Provide effective leadership for the Marketing & Digital Services team by setting individual objectives, reviewing performance, and fostering a culture of development in line with the company’s policies and values.
• Coordinate department activities and manage team scheduling to ensure efficient operations aligned with the annual business plan.
• Develop the workforce plan, overseeing hiring, performance management, and training initiatives to attract and retain top talent within the Marketing & Digital Services section.

This role is ideal for a forward-thinking leader with a strong background in marketing and digital services, ready to take the next step in their career by leading cross-functional teams to success. If you’re passionate about digital innovation and customer experience, we encourage you to apply!