Description

Movit Products Limited (MPL) is hiring a Corporate Affairs & Customer Experience Manager responsible for leading the organization’s corporate affairs strategy while driving a customer centric culture across the business. The role ensures effective stakeholder engagement, brand reputation management, regulatory compliance, and the continuous improvement of customer experience

Key Duties and Responsibilities:

Corporate Affairs Strategy & Reputation Management

• Develop and implement corporate affairs strategies aligned with the organization’s strategic objectives.
• Manage corporate communications, including media relations, press releases, crisis communication, and executive messaging.
• Safeguard and enhance corporate reputation through proactive stakeholder engagement and public relations initiatives.
• Oversee corporate social responsibility (CSR) and sustainability initiatives where applicable. Monitor public sentiment and industry developments that may impact the organization.

Stakeholder Engagement & Public Affairs

• Build and maintain strong relationships with regulatory authorities, government agencies, and industry bodies.
• Represent the organization in external forums, meetings, and public engagements.
• Ensure alignment between corporate messaging and stakeholder expectations.
• Provide strategic counsel to senior leadership on public affairs matters and risk mitigation.

Customer Experience Strategy Development

• Design and implement a comprehensive customer experience strategy across all customer touchpoints.
• Align customer experience initiatives with corporate brand positioning and business goals.
• Drive a customer-centric culture throughout the organization.
• Establish governance frameworks for customer experience standards and service excellence.

Customer Insight & Journey Optimization

• Lead the collection and analysis of customer feedback, surveys, complaints, and service data.
• Utilize data analytics tools to identify customer trends, behaviors, and improvement opportunities.
• Develop and manage customer journey mapping initiatives to identify pain points and service gaps.
• Collaborate with cross-functional teams to implement corrective and enhancement initiatives.

Reporting & Continuous Improvement

• Develop and present corporate affairs and customer experience reports to senior management.
• Track key metrics including brand perception, stakeholder engagement, customer satisfaction (CSAT), NPS, and complaint resolution timelines.
• Continuously evaluate processes and recommend improvements aligned with industry best practices.
• Stay updated on regulatory changes, industry developments, and emerging customer experience trends.

Quality Management

• Ensure all corporate affairs and customer experience activities comply with the company’s Quality Management System (QMS), ISO standards, and internal procedures.
• Maintain accurate documentation for communication approvals, stakeholder engagements, research programs, and reports.
• Monitor consistency, accuracy, and quality of corporate messaging and customer programs.

Compliance

• Ensure regulatory compliance in execution of duties in the country.
• Ensure Adherence to Movit Group and In Country Policies and Procedures.

Qualifications, Skills and Experience:

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, Public Relations, or a related field.

Experience

• 5-8 years of experience in corporate affairs, public relations, customer experience management, or a related leadership role.

Competencies Required:

Behavioural

• Must be of unquestionable integrity, Honesty, Trustworthiness and Professionalism
• Leadership
• Must be a team player
• Must be a self-starter and have an appreciation of business growth and priorities.
• Strong Leadership potential to effectively drive a business agenda and operational coordination of activities.

Knowledge.

• In-depth understanding of corporate affairs, public relations, and stakeholder engagement strategies.
• Strong understanding of customer experience principles and best practices.
• Knowledge of regulatory frameworks and corporate governance requirements.
• Familiarity with CRM systems, customer analytics tools, and media monitoring platforms. Understanding of brand positioning and reputation management frameworks.

Skills

• Analytical Skills.
• Communication Skills.
• Project Management:
• Problem-Solving Skills.
• Leadership & Collaboration.
• Technology Proficiency.

Attributes include:

• Self-Starter & Action Oriented.
• Ability to harness peer Relationships.
• Agile and Driven.
• Collaboration.
• Problem Solving.

Physical Requirements and Environmental Conditions

• Ability to work at a desk or in front of a computer for extended periods.
• Ability to engage in occasional travel for research, customer visits, or team meetings.

• Develop and implement corporate affairs strategies aligned with the organization’s strategic objectives.
• Manage corporate communications, including media relations, press releases, crisis communication, and executive messaging.
• Safeguard and enhance corporate reputation through proactive stakeholder engagement and public relations initiatives.
• Oversee corporate social responsibility (CSR) and sustainability initiatives where applicable. Monitor public sentiment and industry developments that may impact the organization.
• Build and maintain strong relationships with regulatory authorities, government agencies, and industry bodies.
• Represent the organization in external forums, meetings, and public engagements.
• Ensure alignment between corporate messaging and stakeholder expectations.
• Provide strategic counsel to senior leadership on public affairs matters and risk mitigation.
• Design and implement a comprehensive customer experience strategy across all customer touchpoints.
• Align customer experience initiatives with corporate brand positioning and business goals.
• Drive a customer-centric culture throughout the organization.
• Establish governance frameworks for customer experience standards and service excellence.
• Lead the collection and analysis of customer feedback, surveys, complaints, and service data.
• Utilize data analytics tools to identify customer trends, behaviors, and improvement opportunities.
• Develop and manage customer journey mapping initiatives to identify pain points and service gaps.
• Collaborate with cross-functional teams to implement corrective and enhancement initiatives.
• Develop and present corporate affairs and customer experience reports to senior management.
• Track key metrics including brand perception, stakeholder engagement, customer satisfaction (CSAT), NPS, and complaint resolution timelines.
• Continuously evaluate processes and recommend improvements aligned with industry best practices.
• Stay updated on regulatory changes, industry developments, and emerging customer experience trends.
• Ensure all corporate affairs and customer experience activities comply with the company’s Quality Management System (QMS), ISO standards, and internal procedures.
• Maintain accurate documentation for communication approvals, stakeholder engagements, research programs, and reports.
• Monitor consistency, accuracy, and quality of corporate messaging and customer programs.
• Ensure regulatory compliance in execution of duties in the country.
• Ensure Adherence to Movit Group and In Country Policies and Procedures.

• Analytical Skills.
• Communication Skills.
• Project Management:
• Problem-Solving Skills.
• Leadership & Collaboration.
• Technology Proficiency.

• Bachelor’s degree in Business Administration, Marketing, Communications, Public Relations, or a related field.