Marketing, Comms, and CX Director

Job Purpose

The role holder is responsible for executing Specialized’s marketing, communications, and customer experience strategies by managing brand positioning, integrated campaigns, stakeholder communication, and customer journey enhancements.

He ensures the consistency of corporate messaging, the effectiveness of engagement platforms, and the continuous improvement of customer satisfaction across all touchpoints. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures

Core Responsibilities

• Executes Specialized’s branding, positioning, and marketing strategy as defined by the strategy team, ensuring alignment with corporate objectives and competitive positioning.
• Develops and executes the corporate communications plan, ensuring consistency with brand messaging, business goals, and regulatory guidelines.
• Formulates actionable plans and integrated campaigns based on marketing strategies to drive business growth across key segments.
• Ensures brand consistency across internal and external touchpoints, including marketing collateral, digital platforms, and executive communications, in alignment with stc Group branding guidelines.
• Manages end-to-end execution of communication initiatives through events, media relations, conferences, and PR campaigns.
• Handles all internal and external communications on behalf of Specialized and its CxOs, ensuring messaging consistency and strategic alignment.
• Leads official communication with high-level external stakeholders including ministers, regulators, and senior industry executives.
• Maintains strong relationships with media outlets and oversees press releases and public communications, including crisis response efforts.
• Establishes and manages internal communication platforms such as town halls and intranet portals to foster employee alignment and engagement.
• Manages and drives joint marketing campaigns with strategic partners and customers to maximize visibility and impact.
• Articulates Specialized’s Customer Centric Experience (CCEx) strategy in line with corporate strategy and customer expectations.
• Executes a seamless and positive customer journey across all digital and physical touchpoints.
• Applies customer experience measurement tools and works with Commercial and Technology teams to identify and act on improvement areas.
• Defines, tracks, and reports Corporate CEI metrics and targets, ensuring alignment with industry best practices and strategic goals.
• Designs and oversees improvements to the customer experience, focusing on usability, satisfaction, and service quality.
• Implements real-time customer feedback mechanisms and ensures integration into service and operational enhancement processes.
• Recommends preventive measures based on customer behavior analysis to address recurring issues and improve satisfaction.
• Conducts root-cause analysis on major customer experience challenges and coordinates corrective actions with relevant departments
  
  

Qualifications

Business Administration or related Marketing filed

Years Of Experience

Minimum of 7 years of relevant experience