Customer Engagement Team Leader – Owned And Social Channels Marketing

Reporting to the Head of Digital Marketing, the appointee should have knowledge, experience and is passionate about building brands and attracting customer through owned and social channels, driving measurable results, and working in a strong team of diverse expertise. This is a collaborative role and is expected to add significant value to Brand Build, business marketing and Social engagement. Specific responsibilities include:
- Support NTB acquisition for PL, CC, TW, CDL, Banca
- Manage Owned and Earned Channels with a cohesive strategy
- Digital Customer Acquisition and Leads Generations
- Digital Media Strategies and Media Mix; Drive Brand and Followership
- ETB Up-sell and Cross-sell via Social (FB, ZL, Viber, WeChat, etc)
- Website advertising and lead generation, content quality, SEO and customer experience
- Marketing cross-sell campaigns to
- Mobile Apps signup & utilization
Key Roles & Responsibilities:
BRANDING AND STRATEGY
- Contribute to developing a comprehensive Digital Marketing plan covering owned, social and mobile channels
- Continuously spot opportunities to drive positive customer NPS using owned and social media
- Research competition, investigate benchmarks and provide suggestions for improvement
- Partner closely with key Marketing stakeholders (Product Marketing, Marketing Analytics, Research, etc.) to build marketing plans; and provide updates on initiatives/KPIs
CUSTOMER ACQUISITION, ENGAGEMENT AND PERFORMANCE OPTIMISATION
- Create and run repeatable digital retail campaigns across owned and social channels
- Develop customer acquisition plans and campaigns that encompass competitive assessment, testing strategy, creative positioning, and leverage emerging channels to deliver against business goals & outcomes
- Contribute to creating Content Marketing Strategies on social channels
- Explore Gamification to engage and excite customers, and gain followership (“soft marketing”)
- Performance - Leverage web analytics tools to understand fall-out points throughout the ads-to-leads-to-conversion funnel and develop initiatives to increase conversions; Implement and measure campaigns to maximize channel performance
- Content Marketing Assets Creation - Develop and continuously refresh a Content Library of engaging customer materials, in the form of static and animated infographics, videos, interactive capabilities, clips, expert articles/educational content etc., with the end objective of attracting customers to choose FE CREDIT
- Ruthlessly prioritize initiatives and chase stakeholders to ensure high impact delivery
WEBSITE TRAFFIC AND LEADS GENERATION
- Take primary responsibility for driving FE CREDIT website content and quality. Relentlessly pursue stakeholders to continuously create better customer engagement
- Manage and improve online content, SEO and Google Analytics data for further analysis
- Take ownership of website traffic analysis and management, leads generation and remarketing
NEW OPPORTUNITIES
- Keep abreast of current and upcoming developments in social media, which FE CREDIT can exploit to gain first-mover advantage. Explore new technologies to create digital disruption
- Explore partnership opportunities with 3rd party social players with clear objective to deliver one or more of the key objectives: (a) Brand perception (b) Existing Customer Engagement and Product Usage (c) New Customer Acquisition
- Collaborate with product developers to optimize the platform’s technical solutions and data flows for new features and functionality that solves for innovative storytelling, engagement, and best user experience.
Modus Operandi:
A. Collaborating with other Functions
- Close collaboration and engagement with all key stakeholders – Business Development, IT, BICC, CC, etc.
- Collaborate with Brand team to ensure optimal PR/media exposure on periodic basis
B. People Development
- To structure team activities for the effective delivery of plans and performance targets
- To lead and empower team through performance reviews and change management
- To practice company values for continuous improvement in team management
- To demonstrate brand values in everyday life at work

- KPI Bonus - Training Course - Team Building