Duties and Percentage Breakdown – Marketing and Customer Service Manager

1. Strategic Marketing Planning & Customer Relations –

• Develop and execute integrated marketing campaigns to promote DMN Marketplace’s services across digital platforms.

• Conduct market research and competitor analysis to identify trends, customer preferences, and growth opportunities.

• Design and implement customer engagement strategies aligned with brand positioning and market segmentation principles.

• Collaborate with cross-functional teams (marketing, operations, customer service) to ensure consistent messaging and alignment with business goals.

• Apply strategic planning frameworks to evaluate service performance, identify growth opportunities, and support long-term customer relationship management.

• Monitor campaign performance using KPIs and adjust strategies for optimal ROI.

• Prepare and present strategic reports that communicate customer insights and marketing alignment to senior leadership.

2. Customer Experience Management & Feedback Analysis – 

• Design and implement customer service protocols to ensure consistent and high-quality support.

• Analyze customer feedback, surveys, reviews, and service data to identify pain points and improve satisfaction.

• Lead initiatives to personalize customer interactions and enhance loyalty programs.

• Monitor and respond to customer inquiries across multiple channels with timely, empathetic, and brand-consistent communication.

• Train and supervise customer service representatives to maintain service standards.

• Use customer feedback to drive actionable improvements in service delivery and marketing campaigns.

3. Social Media & Digital Engagement – 20%

• Manage company social media platforms to ensure timely posts that match the brand’s style and tone.

• Apply marketing strategies and consumer behavior insights to create engaging content that builds trust and encourages interaction.

• Respond quickly and thoughtfully to customer messages, maintaining high engagement levels.

• Monitor social media channels for customer feedback, trends, and service issues, using insights to enhance customer experience.

• Collaborate with marketing and customer service teams to align messaging, promotions, and service updates across digital platforms.

4. Data Analysis and Reporting – 

• Use CRM tools and data visualization platforms (e.g., Tableau, Excel) to track customer engagement metrics.

• Segment customer data to support targeted marketing and retention strategies.

• Prepare monthly performance reports for senior management, highlighting trends and actionable insights.

• Refine service strategies based on measurable outcomes from analytics.

5. Vendor and Partner Coordination – 

• Develop and maintain strategic partnerships with suppliers, agencies, and service partners to ensure consistent service quality and timely delivery.

• Negotiate service-level agreements (SLAs) and ensure compliance with performance benchmarks.

• Collaborate with suppliers, marketing, and operations teams to align goals, timelines, and deliverables for campaigns and promotions.

• Coordinate joint campaigns and co-branded initiatives with strategic partners, minimizing delays and miscommunication.