Microsoft
Marketing & Communications Manager /Aftersales Administration
BMW Fountains Circle
Pretoria
02.2016 - 11.2023
- Employed as the Marketing & Communications Manager and was responsible for the Marketing for BMW Centurion – BMW Fountains Circle – MINI Centurion.
- 16 Staff members within after sales department where focus as primarily customer Service and Sales
- Managing Customer Rating and analyzing and assisting team in focusing on problem areas and ensuring that changes are made to benefit and improve overall customer satisfaction and experiences.
- Responsible for hosting monthly Customer Board Presentations to BMW SA and sharing dealer status and suggested improvement changes and action plans with Dealer Principal – After Sales Manager and General Sales Manager for After Sales and Approved Repair Centre. Tasked to ensure BMW approved campaigns were implemented to drive sales and after sales and encourage dealer Name to be top of mind within designated AAR.
- Creative and open minded and always looking for new ways to challenge market and embrace customer have understanding of how to analyze our customer market and being directly involved in ensuring we direct campaigns to increase our conquest business and retain our existing client base through recognizing and acknowledging their love and passion for BMW Brand.
- Conducted market research to identify customer needs and preferences.
- Maintained positive relationships with external marketing and PR teams, optimizing value with collaborative approach.
- Coached executives on key talking points and communication strategies for different audiences.
- Managed consistent design theme, look and content of organization's online presence.
- Coordinated effective placements of media announcements, billboards and print ads for maximum effectiveness and exposure.
- Supported internal teams with knowledgeable communications and marketing advice, helping each meet targets while maintaining cohesive organizational strategy.
- Prepared cross-platform social media promotions, capitalizing on strengths of each site to effectively reach target audiences.
- Represented organization with media outlets and general public, conveying consistent messages to support objectives and positively spin current events.
- Created fresh, attractive designs with crisp graphics and engaging copy.
- Led strategic development and implementation of clients' branding and marketing plans.
- Worked with public relations team to launch and update company social media profiles, website and blog.
- Identified and capitalized on unmet market needs by performing in-depth customer and market research.
- Revitalized employee communications to better convey important information and boost morale.
- Devised and executed integrated, online and direct marketing campaigns.
- Continually maintained and improved company's reputation and positive image in markets served.
- Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Mentored local personnel on best practices and protocols to maximize productivity.
- Devised content strategy to effectively engage target audiences.
- Developed creative presentations, trend reports, kitted assets, and product data sheets.
- Wrote and distributed press releases to increase brand visibility.
- Optimized email campaigns to increase open and click-through rates.
- Conducted market research to identify new opportunities and target markets.
- Launched successful digital marketing campaigns that achieved goals for increased website traffic.
- Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
- Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Managed budget allocation and resource utilization to maximize marketing ROI.
- Coordinated with design and media teams to develop high-quality creative assets.
- Created and managed social media campaigns to increase brand engagement.
- Maximized performance by monitoring daily activities and mentoring team members.
- Improved website visibility through development and implementation of SEO strategies.
- Developed and maintained relationships with customers and suppliers through account development.
- Onboarded new employees with training and new hire documentation.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Maintained professional, organized, and safe environment for employees and patrons.
- Improved marketing to attract new customers and promote business.
- Managed and motivated employees to be productive and engaged in work.
- Controlled costs to keep business operating within budget and increase profits.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Improved safety procedures to create safe working conditions for workers.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Launched quality assurance practices for each phase of development
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Developed detailed plans based on broad guidance and direction.
- Managed senior-level personnel working in marketing and sales capacities.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Developed and executed online marketing campaign that generated 20% increase in leads and contributed to 15% increase in revenue.
- Designed and launched customer loyalty program that increased customer retention by 35% and provided valuable insights into customer behavior and preferences.
- Developed, utilized and reviewed yearly customer satisfaction surveys.
- Revamped online and print materials in collaboration with graphic designers, photographers and printers.
- Executed marketing and sales plans to consistently achieve territory targets.
- Designed concepts and layouts using Canva and Meta tools.
- Contributed expertise to multiple committees to enhance outreach and branding strategies.
