Corporate Communications and Customer Experience Manager

Qualifications, Skills and Experience

• Bachelor’s degree in marketing, communications, or related disciplines from recognized institutions. Public Relations / Marketing Certification or equivalent.
  

Experience

• Five (5) years of relevant experience working in a similar role.
  

Client/Customer Experience

• Develop a clear view of client needs that are geared towards improving customer experience and retention.
  
• Develop and implement strategies for enhancing customer satisfaction and retention.
  
• Create and manage customer value metrics to be used for prioritizing service.
  
• Conduct routine satisfaction surveys and use the findings for continuous improvement of customer experience in CoRSU Hospital.
  

Communications

• Develop and execute communication plans according to the Hospital Communication Strategy.
  
• Manage and maintain the CoRSU website and ensure there are regular updates made to the site with appropriate content.
  
• Utilize CoRSU’s social media accounts to educate the public on CoRSU’s operations, projects, achievements, future initiatives, etc.
  
• Oversee campaigns on social media and evaluate the effectiveness of such campaigns.
  

Marketing and Branding

• Develop and manage publicity campaigns and generate promotional materials.
  
• Maintain brand identity across all customer and stakeholder touch points, hospital marketing initiatives, and communications for consistent brand representation.
  
• Coordinate annual reputation and brand surveys to determine the corporate positioning and perception of CoRSU.
  

Team Management

• Supervise the front desk customer care team and other staff as may be assigned.
  
• Develop and implement KPIs for staff and evaluate and assess staff performance regularly.
  
• Support the staff to develop individual work plans for the week/month or year to create visibility and clarity of tasks, and track their progress against these plans.
  

Financial Management

• Develop the budget for the department as per the guidelines set.
  
• Monitor and control the allocated budget and put measures in place to address variances.
  
• Continuously identify areas for improved efficiency.
  

Risk Management

• Perform risk assessments for strategies before implementation and develop a mitigation plan to manage the risks.
  

Compliance

• Ensure CoRSU Corporate Communications policies and regulatory compliance in the execution of activities.
  
• Adherence to all CoRSU Policies and Procedures.