Job Purpose
Responsible for developing and implementing brand, marketing, customer engagement, and communications strategies that enhance organisational reputation, strengthen customer relationships, and support commercial growth.
Key Accountabilities
Brand Strategy
- Develop and maintain a clear brand strategy, positioning, and messaging framework.
- Ensure consistent brand presentation across all customer and colleague touchpoints.
- Build brand awareness, trust and customer loyalty through effective brand management.
- Monitor market dynamics, customer insights and competitor activity to inform strategic decision-making.
Marketing & Comms
- Develop and deliver marketing strategies that support commercial objectives and business growth.
- Lead integrated multi-channel campaigns across digital and traditional platforms.
- Oversee content strategy including social media, advertising, digital communications, and promotional activity.
- Ensure effective development and deployment of customer-facing marketing materials.
- Support local and regional marketing initiatives that drive awareness and commercial performance.
- Lead internal communications planning and engagement activity to strengthen organisational culture and colleague engagement.
- Develop strategies that improve customer experience and strengthen engagement.
- Identify customer needs and opportunities to enhance satisfaction and loyalty.
- Lead initiatives that improve customer journeys across physical and digital channels.
- Partner with stakeholders to introduce solutions that increase convenience and improve customer experience.
Leadership & Team Development
- Lead, coach, and develop a high-performing marketing and communications team.
- Build a culture of creativity, collaboration, and continuous improvement.
- Ensure resources are effectively deployed to deliver departmental priorities.
Knowledge, Skills & Experience
- Significant experience in brand strategy, marketing, and communications leadership, ideally within a retail environment.
- Strong strategic planning and campaign management capability.
- Experience managing content and communications across multiple channels.
- Excellent written, verbal, and storytelling skills.
- Strong understanding of customer engagement, loyalty, and customer experience principles.
- Ability to interpret market and customer insights and translate them into strategic action.
- Strong leadership and people development experience.
- Proven ability to manage multiple priorities and complex projects.
- Excellent stakeholder management and influencing skills.
- Strong analytical and commercial acumen