Fresh Jobs at Food Concepts Plc

Job Purpose

• The Job holder implements tasks associated with Food Concepts’ marketing strategies including day-to-day marketing operations by ensuring all requests are processed efficiently, coordinating with external agencies for seamless brand execution, and maintaining up-to-date marketing support for store openings, activations, and brand initiatives across all channels.

Core Responsibilities and Key Result Areas
Marketing Operations:

• Manage and track all marketing-related requests from internal stakeholders and regional teams.
• Build and maintain a request intake and approval workflow system to streamline operations.
• Serve as the primary liaison between the organization and the Retail Marketing & Activation Agency.
• Ensure timely delivery and proper execution of all activations, campaigns, and POS material deployments.
• Track agency performance and compliance to SLAs.
•  Monitor inventory, dispatch, and installation of brand assets across stores.
• Ensure all brand collaterals are correctly and consistently deployed in new and existing stores.
• Coordinate all marketing readiness activities for new store openings, including branding, materials, and local launch initiatives.
• Oversee and approve all BTL activities, in-store activations, and event sponsorships in collaboration with the agency.
• Supervise execution of Local Store Marketing, events and outdoor catering marketing presence.
• Maintain a comprehensive tracker of ongoing requests, deployments, and activations.
• Generate regular status updates, reports, and feedback documentation for internal review.

Regulatory:

• Ensures compliance with any and all requirements defined/established by Government Regulatory agencies who have an over-sight responsibility of the Department’s activities
• Ensures compliance with confidentiality of Trade and brand secrets

Key Performance Indicators

• Marketing operations request turnaround time
• Brand collateral deployment accuracy and timeliness
• Activation campaign delivery success rate
•  Agency service level compliance
• New store marketing readiness compliance rate
•  Local Store Marketing revenue contribution
•  Field activation ROI
• Outdoor event and catering marketing impact
• Marketing asset utilization rate

Job Specifications
Educational Requirements:

• A minimum of a university degree in Marketing, Advertising, Communication or related field is required

Professional Requirements:

• Possession of any relevant Marketing professional qualification is essential

Experience Requirements:

• Minimum of 6 years’ experience in similar role

Knowledge Requirements:

• Understanding of how to manage marketing and activation agencies, including setting performance expectations, monitoring compliance with SLAs, and driving accountability.
• Strong understanding of campaign rollouts, retail activations, and local store marketing initiatives.
• Strong knowledge of workflow systems for tracking marketing requests and approvals, as well as inventory management, dispatch logistics, and consistent deployment of brand assets across multiple locations.

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Job Purpose

• The Job Holder ensures excellence in the performance of the customer service team by monitoring, evaluating, and improving all customer interactions across channels.
• The role is focused on maintaining high KPIs for customer experience, enforcing adherence to processes and standards, and driving continuous improvement initiatives.
• This includes reviewing all customer interactions to ensure quality, ensuring prompt escalations and resolution of customer complaints within the agreed SLA, analyzing trends to identify pain points, implementing best practices from industry benchmarks, and managing the team for both quality and productivity of their interactions.

Core Responsibilities and Key Result Areas
Quality Assurance & Monitoring

• Monitor and evaluate all customer interactions across inbound, outbound, email, chat, and other contact channels.
• Ensure all team members comply with established processes, scripts, and quality standards.
• Conduct regular call, chat, and email quality assessments and provide constructive feedback for improvement.
• Perform spot checks across the customer experience journey to identify service gaps and recommend corrective actions.
• Audit escalated cases to confirm accuracy, completeness, and timeliness of resolution.

Continuous Improvement & Performance Management:

• Track, analyze, and report on key trends in customer queries, complaints, and feedback.
• Identify root causes of recurring issues and work with stakeholders to implement solutions.
• Research and apply industry best practices to enhance customer experience standards.
• Lead process improvement initiatives aimed at increasing resolution rates, reducing handling times, and boosting satisfaction scores.
• Coordinate with training teams to ensure staff are up to date with quality expectations and new procedures.

Stakeholder Engagement & Escalation Management:

• Ensure that other departments respond promptly to customer queries within the agreed SLA.
• Partner with operations, IT, and product teams to address systemic issues affecting service quality.
• Serve as a key escalation point for complex customer concerns, providing guidance on resolution strategies.

Regulatory & Compliance:

• Ensure adherence to company policies, confidentiality guidelines, and data privacy regulations in all customer interactions.
• Maintain compliance with industry standards and regulatory requirements in service delivery.

Key Performance Indicators

• Average Quality Score of Customer Interactions
• SLA Compliance Rate for Query Resolution
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS) trends
• First Contact Resolution (FCR) rate
• Reduction in recurring complaint trends
• Timeliness and accuracy of reporting
• Implementation rate of recommended improvements

Job Specifications
Educational Requirements:

• Minimum of a university degree in Business Administration, Communications, Customer Experience Management, or a related field.

Professional Requirements:

• Relevant certifications in Quality Assurance, Customer Experience, or Process Improvement (e.g., Six Sigma, COPC) are an advantage.

Experience Requirements:

• Minimum of 5–7 years’ experience in customer service quality assurance, customer experience management, or a related role, with at least 2 years in a supervisory capacity.

Knowledge Requirements:

• Strong understanding of customer experience principles, QA methodologies, and process improvement frameworks.
• Proficiency in quality monitoring tools, CRM systems, and performance analytics.
• Knowledge of escalation management, root cause analysis, and industry benchmarking.