Snooze Management, based in Canterbury is currently seeking an exceptional General Manager of Marketing & Customer Experience. This business critical role has a responsibility for driving customer traffic to Snooze retail stores and to Snooze's e commerce channel. The General Manager of Marketing and Customer Experience is responsible for Marketing direction and brand strategy, ensuring the delivery of an exceptional customer experience through Snooze retail stores and our omni-channels, while ensuring governance and compliance in all areas of Marketing operational activity. This high profile role is responsible for our store brand guidelines, both internally and externally, and works closely with both Operations and Product Teams to ensure compliance across the network. The General Manager of Marketing & Customer Experience needs to ensure the marketing team is effectively promoting the company and brand, targeting appropriate audiences to optimise traffic, traffic quality, sales/revenue and profit. The successful candidate will also be responsible for the financial management of the Snooze Marketing Fund, ensuring it is used productively and optimised to achieve the set performance goals. KEY ROLE RESPONSIBILITIES Work with the Snooze Executive Committee to; Generate concepts and strategies to drive traffic through traditional and omni channel sources Ensure Marketing plans are targeted to address key market segments and key price points and specifically aligned to the Snooze strategy Study and monitor the offering of local and global retailers, including social media influencers and on- line offers outside traditional bricks and mortar ranges Continually develop and drive progress via our digital store to deliver a world class customer experience, and best in class sales contribution results Influence and keep abreast of all changes and opportunities in e commerce and collaborate closely with the Head of eCommerce Digital , Head of Brand and Head of Campaign & Media to drive on-line traffic and improve analytics through technology Ensure all ACL compliance risk levels are mitigated by great strategy and planning to drive sales growth through campaign activity and traffic Develop a promotional plan with the General Manager Products and Executive Committee for each product category Be accountable for the accuracy and relevance of all communication that leaves the Marketing team, noting that legal compliance is an imperative With approval and agility, adjust Marketing campaigns in response to unforeseen traffic and macro influences As required, travel nationally and internationally to keep abreast of trends Identify new Marketing partnership opportunities for Snooze Manage, develop and deploy local area marketing strategies to assist stores with driven traffic and sales when required/requested Develop Snooze’s corporate social conscience to create a reason and purpose for consumers, stakeholders and employees to respect the Snooze business Communication Deliver clear messages in a compelling way, using appropriate language, grammar, punctuation, and visual aids that inspire the audience in every communication produced for the Snooze business Establish clear channels of communication with key stakeholders to ensure promotional plans are on track and able to fulfil forecasts and advertising deadlines Work with all business stakeholders, including the board of management to achieve the desired outcomes for all stakeholders Regularly negotiate SLAs with media outlets and third-party agencies to deliver services that assist Marketing the brand Participate in the education of the franchise network during quarterly Forums, presenting departmental updates, projects and brand health reviews Consult regularly (at minimum quarterly) with franchise partners and stakeholders to keep abreast of frontline trends, listen to suggestions and relay information to assist. This consultation may be via FAC (Franchise Advisory Council), telephone, virtual platforms, surveys, or in person when necessary Inspire the relevant team members to engage franchise partners each month to enquire how LAM and Marketing strategies are performing, to consistently gather feedback from the field Maintain professionalism, impartiality, and confidentiality in all sensitive commercial and relationship dealings Understand the challenges in the mattress and furniture category, including health benefits, product composition and manufacturing standards Work collaboratively within project teams for approved business initiatives Leadership Demonstrate a collaborative leadership style, role modelling openness to feedback, conscientiousness and building trust at all levels Encourage cross functional relationships across Support Centre Champion appreciation and gratitude for the strengths and contribution of others at work Lead & coach each member of the Marketing team to ensure individual performance is at a consistently high standard Appraise each member of staff regularly Prioritise the Marketing team workload, considering the importance of competing objectives and multiple work streams Motivate, mentor, and inspire each team member to go beyond Ensure all deadlines are met and all details are followed up in a timely manner, with quality effort and without constant prompt Support experimentation, ideation, creativity to unlock innovation, encouraging team to test promising ideas and take risks with new approaches- then advance ideas Cascade the Marketing vision and Snooze strategy into action, providing a road map of goals, objectives, and key metrics Demonstrate an action- oriented approach, delivering results by being performance- focused and passionate about delivering an awesome Snooze customer experience Role model authentic leadership, inspiring others to embrace and develop their individuality Be a custodian of the Snooze Brand- lead, live and breathe the Snooze Brand, standards, policy, style, and values. Administration Create the Marketing Calendar and any Marketing materials with General Manager Products and senior management, producing an accurate spread sheet of promotional activities Be proactive – aim to keep ahead of all changes. To be clear, Snooze retail employees should not need to inform Support Centre of changes that have not been communicated Please note that shortlisted candidates will need to provide a clean national Police Check due to the inherent requirements of this role. If you feel you have the skills and background to make an impact in this important role, apply now by completing the questionnaire and uploading your CV.
