Annexure A

JOB Profile

Marketing officer

POSITION DETAILS:

Position Title: / Marketing officer
Organisational Unit: / AFCA A Re Yeng Business Unit
  1. JOB DESCRIPTION:

MAIN JOB OBJECTIVES/PURPOSE OF THE JOB

  • To be the voice of the customer in the organisation and report on customer issues
  • To ensure that AFC, Xtremetec delivers on their customer service promises at all points within the transport chain and support continuous improvements initiatives.
  • Assist with marketing activities and campaigns where equired.
  • Management of customer care issues during all marketing activities and campaigns.
  • Development and execution of a customer care strategies
  • Monitoring and evaluate the marketing plans and activities, ensuring alignment with customer care goals.
  • Implementation of a CRM strategy.

DESCRIPTION OF KEY RESPONSIBILITY AREAS AND INDICATORS

  1. Ensure customer satisfaction with the delivery of the AFC transport service
  • Undertake an agreed percentage of customer surveys each month in order to establish satisfaction levels of the users of the A Re Yeng AFC public transport system.
  • Manage customer complaints and resolve the issues
  1. Produce monthly management reports on the following:
  • Customer feedback details, sample, route, forms and the outcome
  • Customer care management concerns
  • Public complaints
  • Manager the relationship with the Merchants.
  • Root cause analysis of customer complaints received
  • Positive feedback and incentive ideas
  • Recommendations for customer care improvements
  • Trend analysis on customer, their preferences and forecasts
  1. Briefing the A Re Yeng AFC Project Team on the results of customer feedback
  • Provide monthly reports to stakeholders
  • Set important action plan dates, responsibilities of stakeholders and deadlines in terms of customer issues to be resolved.
  • Monitor customer care improvements and report on achievements
  • Report to management on customer care improvements
  1. Striving for continuous improvement through customer care
  • Research and look for ways in which the service could be improved
  • Report on the benefits of making changes and to seek approval from management to implement changes.
  • Identify training needs to improve services and to improve on customer care

DIRECT CONTACTS OF THE JOB HOLDER (INTERNAL AND EXTERNAL)

As the holder of this position is responsible for the customer care of the A Re Yeng AFC service, he/she has a fairly profound direct influence on the quality of the service that the A Re Yeng AFC System offers, with substantial internal and external impact.

INTERNAL INFLUENCE

The job holder is the Marketing Officer, within the component Marketing. The holder is to implement, monitor and report on the continuous improvement of the A Re Yeng service to its customers. There will be a number of areas that the customer care specialist will have an impact on, they are: marketing, public relations, legal and regulatory and operations, related to the tasks fulfilled by contracted suppliers, executive and senior management, peers and subordinates:

  • The Director of Operations

EXTERNAL INFLUENCE

Indirectly the job holder will have an influence on the:

None

JOB REQUIREMENTS

EDUCATION

Minimum educational qualification needed to fill the job:

  • Marketing related degree

EXPERIENCE

Essential:

•2 years marketing experience with a medium to large organisation/firm

•Good computer related experience

•Good project management skills

•Ability to immediately package problem situations and to take appropriate decisions in terms of delegated authority

•Ability to elevate relevant high impact problems promptly to appropriate level

•Ability to think innovatively and solution-focused

•Good interpersonal and communications skills

•Ability to perform under pressure and to execute deadline management

•Ability to manage the team efficiently and effectively

Advantageous:

  • Marketing experience in a passenger transportation (buses, trains, planes) environment at senior managerial level

Contractual Conditions:

For reasons related to the BRT marketing requirements, the successful candidate will be required to be available at the shortest possible notice.

TYPICAL DEVELOPMENT PATH

What is the typical development/succession path for a person entering this position?

  • Deputy Director Marketing

MANAGEMENT /SUPERVISORY DUTIES

Specify the duties

  • The job holder would be a specialist functioning under the management and supervision of the Deputy Director: Marketing, and advising the Managers, specialists, and contracted service suppliers: ITS, AFC and ICT.

FUNCTIONAL RESPONSIBILITIES

PROJECT MANAGEMENT RESPONSIBILITY

Indicate the number of people directly co-ordinated by the job holder. If it differs from one project/function to the next, give the average number of people co-ordinated during the project/programme duration

  • On a daily basis the Customer Care Manager Marketing will be managing the entire A Re Yeng customer care function.

PROCESS MANAGEMENT RESPONSIBILITY

This would include responsibility for processes such as quality control, employment equity, finance, information technology, human resources concepts, legal processes, etc. Indicate the number of final decision makers (within and outside the organisation) directly influenced by the job holder. If it differs from one process/programme to the next, give the average number of people being influenced in the process. Also indicate the nature of the influence

  • Management of the customer care service and perceived efficiency levels of the organisation and its operation.
  • Management of all customer care and quality processes concerning daily and weekly TRT service in terms of design, service changes, market dynamics, travel costs, market analysis and projections.
  • Management of the above processes will have a direct and profound impact on the functions performed

COST/FINANCIAL CONTROL

(i)Is the job holder responsible for any aspect of cost control or for materials, stock or equipment? If yes, what is the monetary value and to what extent is the job holder accountable or responsible? This implies that the job holder controls an element of an operating budget, which is monitored, e.g. stationery.

(ii)Does the job holder have a direct responsibility for controlling operational costs or expenses? If so, what is the annual budget (ignoring direct and indirect remuneration costs)? This implies that the person manages one or more cost centres.

The job holder is responsible for such component of the marketing budget delegated to the Deputy Director Marketing.

LEVEL OF RESPONSIBILITY

Who must authorise, review or clear decisions taken with regard to the job holders’ functions? What percentage of tasks can be carried out without supervisory input and/or control? What critical decision will the job holder normally be authorised and empowered to make?

The Operations Mange will authorise, review and clear any decisions made by the Marketing Officer

Approximately 70% of the tasks associated with this position are carried out without supervisory input and/or control.

The job holder reviews and takes action with regard customer complaints and improvement requests in terms of service performance.

PLANNING

(i)What is the longest (macro) period that the job holder has to plan ahead? This refers to the broadest business or strategic plan. For top management this period will normally be no longer than 3 years. In other instances the financial year would probably be the macro cycle

(ii)Typically how long are the micro phases/time periods that the macro planning is divided into? For example, if the macro plan is 1 year the micro planning would be between 3 and 6 months, i.e. the next phase that the macro planning is broken down into.

COMMITTEES/WORKING GROUPS

Indicate membership of committees and work groups relevant to the job and specify the job holder’s role/function on these, personal interests are not required.

The membership of committees is not a good indicator in this instance as the responsibility of the individual and the impact of his/her decisions that have to sometimes be made without having any time to consult.

The Customer Care Manager provides input, in whichever form required, to the following:

  • A Re Yeng
  • Operations Manager