Digital & Customer Experience Manager

Our client is seeking a driven, commercially minded Digital & Customer Experience Manager to lead and own the company’s marketing, digital presence, online delivery channels, and in store customer experience across all branches. This is a high ownership, largely self-directed role where the successful candidate will be expected to independently define, design, and execute comprehensive strategies operating with a high degree of autonomy while remaining closely aligned with the business’s commercial goals.

Job Summary

The ideal candidate is a self-starter who thrives without close supervision, possesses both strategic vision and the ability to roll up their sleeves and implement, and brings a strong commercial understanding of the retail and FMCG landscape.

Job Description

Digital Strategy & Online Presence

• Define and lead the company’s digital strategy, covering the website, social media platforms, SEO/SEM, email marketing, and all digital touchpoints.
• Independently develop content calendars, campaigns, and always on digital activity that builds brand awareness and drives footfall and online sales.
• Own and manage the company’s online presence including Google Business Profile, social media channels (Facebook, Instagram, TikTok, WhatsApp Business), and any e-commerce or delivery platforms.
• Track, analyze, and report on digital performance metrics, proactively identifying opportunities for improvement.
• Stay current with digital trends, platform updates, and competitor activity to keep ahead of the curve.

Online Delivery Channels

• Strategize, set up, and continuously optimize the company’s presence on third-party online delivery platforms (e.g., Jumia Food or Glovo).
• Develop and manage promotions, offers, and product listings across delivery channels to maximize order volumes and customer satisfaction.
• Liaise with operations to ensure seamless fulfilment, packaging standards, and delivery experience that reflect the brand.
• Identify opportunities to develop in-house delivery capabilities and create a roadmap for implementation.

Customer Experience (CX)

• Conduct branch-level audits to evaluate and benchmark the end-to-end customer experience from entry to check out across all company locations.
• Define the desired customer experience standard and develop and implement CX improvement programs to close gaps.
• Design and own customer feedback mechanisms (surveys, mystery shopping, social listening) to generate actionable insights.
• Work with branch managers and staff to embed a customer first culture, providing guidance and training where necessary.
• Monitor and respond to customer reviews and complaints online, maintaining a positive and professional brand voice.

Marketing Campaigns & Promotions

• Independently conceptualize, plan, and execute marketing campaigns (seasonal) promotional, product focused, and brand building.
• Develop above the line and below the line marketing materials, coordinating with external vendors/agencies as needed.
• Plan and execute in store activations, sampling events, and loyalty initiatives to increase customer retention and basket size.
• Manage the marketing budget with accountability for ROI, ensuring spend is purposeful and results driven.

Brand Management

• Serve as the guardian of the company brand across all channels, ensuring consistency in tone, visual identity, and messaging.
• Develop and maintain brand guidelines and ensure they are upheld across all touchpoints including signage, packaging, and communications.
• Identify brand positioning opportunities and recommend initiatives that strengthen the company market differentiation.

Strategy, Reporting & Leadership

• Self-direct the development of quarterly and annual marketing and CX plans, clearly articulating goals, initiatives, timelines, and KPIs.
• Provide regular reports and updates to senior leadership on performance across all areas of
• Operate with a high degree of initiative, proactively identifying problems, opportunities, and solutions without the need for close direction.
• Build relationships across departments (operations, procurement, finance) to ensure marketing and CX strategies are commercially integrated.

Key Competencies

• Experience in the retail, FMCG, grocery, or supermarket
• Familiarity with CRM systems, loyalty programs, and customer data
• Experience working in a multi-branch or multi-site retail
• Graphic design skills or familiarity with tools such as Canva, Adobe Creative Suite

Job Requirements

• Bachelor’s degree in marketing, Business, Communications, or a related
• Minimum 5 years of progressive experience in marketing, digital, or customer experience roles, with at least 2 years in a senior or standalone capacity.
• Demonstrated experience independently building and executing digital marketing and customer experience strategies.
• Solid hands-on knowledge of social media management, SEO/SEM, email marketing, and digital analytics tools (Google Analytics, Meta Business Suite, etc.).
• Proven experience managing online delivery or e-commerce
• Strong commercial acumen with the ability to link marketing activity to business
• Excellent written and verbal communication skills, able to produce compelling content and present clearly to leadership.