NICO Holdings Plc
EXECUTIVE SEARCH
GROUP HEAD OF MARKETING & CUSTOMER EXPERIENCE
Location: NICO Holdings Plc, Blantyre | Employment Type: Permanent
Job Overview:
Primary Purpose:
Reporting to the Group Chief Operating Officer, the ideal candidate will focus on strategic direction of the Marketing, Brand Positioning, Market intelligence and Customer Experience for the NICO Group of Companies, in line the Strategic Objectives of the Group.
Secondary Purposes:
The ideal candidate will be responsible for coordination of the Group Strategy development and implementation.
Key Areas of Responsibilities:
1. Strategic Marketing Leadership
- Lead the formulation and implementation of a Group-wide Marketing and Customer Experience strategy aligned with NICO’s overarching business objectives.
- Oversee strategic planning inputs, including annual reviews, mid-year performance evaluations, and business continuity rollovers across all subsidiaries.
- Participate in key governance structures including Group Executive Committee (EXCO), Board strategy sessions, and Executive Performance Reviews.
- Coordinates the development of Group Strategy, tracks alignment and implementation of the same with group companies’ strategic directions.
2. Group Market Intelligence & Brand Positioning
- Conduct comprehensive market research and competitive intelligence, including environmental scanning to inform strategic positioning.
- Define and evolve the Group’s brand architecture, ensuring consistency and alignment with business strategy and market expectations.
- Translate customer, provider, and stakeholder insights into actionable strategies that drive acquisition, retention, and brand loyalty.
3. Group Marketing Execution and Operational Oversight
- Provide governance and strategic oversight for all marketing campaigns, communication frameworks, and public relations initiatives across the Group.
- Develop and enforce a robust Corporate Sponsorship Policy and ensure strategic alignment and measurable return on sponsorship and CSR investments.
- Direct the annual budgeting process for all marketing-related activities, consolidating subsidiary budgets, and overseeing monthly financial performance tracking.
4. Group Customer Experience
- Develops a standard and approach to service delivery across the Group.
- Ensures alignment of company processes and procedures, and all customer touchpoints to the Group service standards.
- Assesses and reports on customer service standards across the Group and develops plans for improvement in liaison with Company executives.
5. Group Marketing Functional Performance
- Establish and manage key performance indicators (KP|s) for marketing and customer experience functions, with regular reporting to the Group Chief Operating Officer and Executive Committee.
- Identify and rectify variances in marketing execution and budget adherence across subsidiaries through structured performance analysis and escalation frameworks.
- Ensure the timely submission of marketing reports including monthly dashboards, bi-annual reviews, and the Group’s annual marketing performance review.
Qualifications:
- Over 10 Years’ practical experience in Strategic Marketing, Branding, Sales or Client Relationship role (preferably within the financial services sector and at Senior Management position).
- Bachelor’s degree in Marketing, Commerce, Sales, Economics, Business Administration, or a related field (Master’s degree is an advantage).
- Member of a recognized Institute of Marketing Management (IMM) or similar.
- General understanding of financial services market including insurance, banking, investments, corporate finance, asset management and others.
- Corporate and economic research capabilities.
- A lateral thinker with the ability to work independently and within a team.
How to Apply:
Eligible employees are invited to submit their resume and cover letter by 21st July 2025 to the attention of:
The Group Head of Human Resources
NICO Holdings Plc,
P.O Box 501
Blantyre
Or email: recruitments@nicoholdings.com