Head of Brand and Customer Experience (AFB Marketing)

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Head of Brand and Customer Experience

Competitive Salary

Hybrid working based out of Willenhall; Wolverhampton

About Us:

AF Blakemore is one of the largest and most forward-thinking family-owned business in the UK. With a passion for food the company operates across the UK food sector at retail and wholesale delivering exceptional products and experiences to our customers. With a rich history spanning over 100 years we take pride in our commitment to quality, innovation, and customer satisfaction. We are looking for a dynamic and strategic Head of Brand and Customer Experience to join our team and lead our efforts in shaping our brand identity and engaging with our valued customers.

As the Head of Brand and Customer Experience, you will be responsible for developing and executing strategies for our portfolio of brands that enhance the visibility, reputation, and customer experience across all channels ensuring our retail business provides exceptional customer service and positive interactions between customers and our brand.

You will lead a team of talented professionals and collaborate closely with various departments to ensure consistent and effective communication to our target audience.

Key Responsibilities:

1. Brand Strategy and Management:

• Brand Development: Developing and maintaining a strong and distinctive brand identity is crucial in the competitive retail and foodservice industry. The Head of Brand and Customer is responsible for crafting and evolving the brand strategy, including defining brand values, positioning, and messaging.
• Brand Consistency: Ensuring that the brand is consistently applied across all touchpoints, including in-store experiences, marketing campaigns, packaging, and digital platforms. This consistency helps build brand recognition and trust among customers.
• Brand Equity: Monitoring and managing brand equity by tracking customer perceptions, brand awareness, and loyalty. Developing strategies to enhance and protect the brand's reputation and value is a key responsibility.
• Competitive Analysis: Keeping a close eye on competitors' branding efforts, market trends, and consumer preferences to stay relevant and adapt the brand strategy accordingly.

2. Customer Experience and Engagement:

• Customer-Centric Approach: Focusing on delivering exceptional customer experiences is vital. The Head of Brand and Customer Experience should work on understanding customer needs, preferences, and pain points to shape the overall customer journey.
• Customer Engagement: Implementing strategies to engage customers at various touchpoints, such as in-store interactions, online platforms, and social media. This may involve loyalty programs, feedback mechanisms, and personalized marketing efforts.
• Feedback and Improvement: Collecting and analysing customer feedback to identify areas for improvement in products, services, and the overall customer experience. This feedback loop helps in enhancing customer satisfaction and loyalty.
• Identify and implement technology solutions that enhance the customer experience, such as mobile apps, online ordering, and self-checkout options.

3. Marketing and Communication:

• Marketing Strategy: Developing and executing marketing strategies that align with the brand's objectives and target audience. This includes traditional marketing, digital marketing, and social media campaigns.
• Content Creation: Overseeing the creation of compelling and relevant content that resonates with the target audience. This content can be in the form of advertising, social media posts, blog articles, videos, and more.

4.. Team Leadership:

• Recruit, train, and mentor a high-performing team of brand and communication professionals.
• Set clear goals and objectives for the team, regularly assess performance, and provide constructive feedback.
• Foster a culture of creativity, innovation, and collaboration within the department aligned to the Blakemore Way values.

Requirements:

• Degree in Marketing, Communications, or a related field.
• 5 years of experience in brand management, customer communication, or a related role within the agency, retail or foodservice industry
• Proven track record of developing and implementing successful brand and communication strategies.
• Strong leadership and team management skills.
• Excellent written and verbal communication abilities.
• Ability to analyse data and use insights to drive decision-making.
• Creative thinker with a keen eye for detail.
• Familiarity with the latest marketing and communication technologies and trends.

Whats in it for you?:

You will play a vital role in our business and have a huge impact on our success so not only will you receive excellent training, support and continued development but we will also offer a competitive salary and superb benefits package.

• 34 days holiday per year including public holidays (Increasing after 3, 5 and 10 years)
• Mobile Phone & laptop
• Cycle to work scheme
• Develop your skills and capability in a highly supportive and multi-diverse culture
• Outstanding Training & Development opportunities
• Gain hands-on experience in a high volume, fast paced environment
• Enhanced Maternity & Paternity pay packages
• Flexible working hours opportunity
• Excellent additional benefits package including:
  • Early access to your pay through 'EarlyPay'
  • 24/7 access to your payslips via HR/Payroll portal
  • 12.5% Staff discount on fresh items & 10% Staff Discount on ambient products in our SPAR stores (ex. Alcohol & Cigarettes)
  • Wellbeing support - access to emotional support, counselling, legal and financial advice
  • Company Pension Scheme
  • Company Life Insurance worth 1 x Annual Salary and 6 x Annual Salary with Company Pension Scheme
  • NEST pension scheme
  • Extra Holiday - Purchase Scheme
  • Long Service Awards

Inclusive environment: as a Disability Confident Committed employer we are dedicated to creating a fair, inclusive workplace for all. We offer a Guaranteed Interview Scheme for candidates with disabilities who meet the minimum criteria for the role.