Customer Experience Specialist

We are seeking an enthusiastic and customer-focused Customer Experience Specialist to join our dynamic team in Lusaka, Zambia. As a key member of our organization, you will play a crucial role in driving business performance by supporting our sales team with customer marketing and demand generation activities.

Role purpose:

The main focus of this role will be to develop and implement customer campaigns to optimize customer experience in Zambia, Zimbabwe, Mozambique and South Africa .

Key responsibilities of role:

• Drives business performance by supporting the sales team with customer marketing and demand generation activities.
• Leads execution of customer marketing-related activities in the Customer Relationship Management (CRM) tool.
• Implements the annual marketing plan in close connection with the sales team, and within the agreed Marketing budget, including campaign planning, advertising and promotion (A&P) execution, marketing communication, product promotion materials, and digital marketing platform management.
• Designs and delivers campaigns, including NPIs, in close cooperation with the sales teams and Product Specialists through traditional and digital channels .
• Organizes customer events (demo days, demonstration fields local exhibitions, digital /virtual etc.)
• Develops and delivers marketing support and communication materials in compliance with company branding guidelines and principles, and as the interface with external agencies.
• Localizes and leverages regional campaign communication content.
• Supports business performance improvement by providing data driven customer insights and feedback also with the support of A.I
• Provides supporting analytics to improve customer targeting for more effective campaign planning, design and execution
• Manages the Syngenta Vegetable Seeds Country, country website and develops / maintains
• interaction with growers through social media, SEO, and messaging platforms (e.g. Email/ Whatsapp)
• Coordinates with sales team to actively and appropriately use the CRM tool in support of A&P and Customer Marketing campaigns, such as but not limited to adding customers to CRM campaigns, defining and managing lead capture and lead management/handoff processes, implementing lead capture strategy, and executing key-account marketing.
• Support and guidance on Campaigns/Resources prioritization by crop/CU based on historical outputs, learnings and ROI.
• Manages assigned A&P budget and promotional inventory within a CU/Crop throughout the year aligned with strategic priorities defined by PS.
• Works with Territory Product Specialists to communicate customer-facing product communication in-line with Product / Product Line strategy.

Knowledge, experience & capabilities

• Minimum bachelors degree in Marketing, Business Administration or any marketing related field.
• Must have a valid drivers license.
• Must be a fully paid member of Zambia Institute of Marketing.
• Must have ZAQA certified qualifications.
• Marketing experience: A strong background in marketing is essential with a minimum of 5 years, including experience in developing and executing successful marketing campaigns.
• Customer experience knowledge: Understanding of customer behavior, preferences, and expectations is crucial to creating effective campaigns that drive sales and enhance the experience of customers.
• Experience with Digital Agencies
• Exposure to different country markets.
• Familiarity working within a Customer Relationship Management (CRM) system to manage leads, identify customers for a campaign, and manage data related to customer marketing and campaigns.
• Salesforce Marketing Cloud), website CMS systems (Drupal), design templating software (Canva), asset management systems (Bynder), and related marketing analytics tools.
• Experience creating customer-facing marketing communication materials that are in line and compliant with a brand standards. Has demonstrated experience being the owner of customer facing materials in physical and digital media.
• Experience working with outside marketing support services such as design agencies, photographers, videographers, copywriters, and creative service teams. Managing their scope of work, providing feedback and review, and managing their compliance with our brand standards.

Please note that all applications must include submission of all necessary qualifications, Zambia Institute of Marketing membership certificate, valid drivers license and ZAQA certification.

• Data analysis skills: The ability to analyze customer data and identify trends and insights is important for developing targeted campaigns that resonate with customers.
• Communication skills: Excellent communication skills are necessary to collaborate with cross functional teams, communicate campaign objectives, and present campaign results to stakeholders.
• Project management skills: The ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines is essential for success in this role.
• Creative thinking: Developing innovative and creative campaign ideas that engage customers and differentiate the brand from competitors is important.
• Adaptability: The ability to adapt to changing customer needs and market trends is important for creating campaigns that remain relevant and effective over time.
• Digital Marketing: Experience developing integrated marketing campaigns that leverage digital marketing channels. Familiarized with working in the prevalent digital marketing channels used in their territory.
• Marketing, Communication & Brand: Experience developing marketing communications and campaign materials in-line with the brand, localized and adapted to their market. Ensures compliance with brand standards and marketing communications standards (grammar, spelling, clarity, etc.) in all materials published in their market.

Syngenta Group is committed to operating at the highest standards of ethics and integrity. This is a commitment that we are making to investors, customers, society and employees. Syngenta Group is also committed to maintaining a workplace environment free from discrimination and harassment.