JOB PROFILE Head of Marketing & Communications

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1 JOB PROFILE JOB PROFILE Head of Marketing & Communications JOB TITLE: LOCATION: REPORTING TO: DIRECT REPORTS: Head of Marketing & Communications Bradbury Centre, North Shields Deputy Chief Executive Marketing Manager, Customer Services Manager, Policy & Campaigns Coordinator SALARY SCALE: Band 37 to 43 ( 30,488 35,895) HOURS: Full-time PURPOSE: As the Communications professional within the leadership team this post will lead the corporate marketing and communications function which includes the continued development of trade-facing brands and delivery of an excellent Customer Service department. You will manage all internal and external (including online), communications, media, PR and fundraising strategy to effectively facilitate continual growth in profitability and market share aligned with the Group s 2020 Strategic Aims and Objectives. RESPONSIBILITIES 1. Drive business performance 2. Own, develop and shape corporate communications, channel, PR, stakeholder engagement, brand and marketing strategies in line with the established corporate direction to promote our brand, culture and mutual ethos, support future business growth and enhance employee engagement through the relevant corporate communication channels. 3. Ensure the online presence is up to date and in line with technology trends. Oversee communication strategy for all online and social media channels. 4. Promote, manage and communicate the company s image both internally and externally. 5. Proactively engage with the media and external stakeholders to influence accurate, positive reporting and promote the work of the Group. 6. Identify emerging media issues and opportunities, respond via thoughtleadership projects, feature articles, opinion pieces and media releases as well as assess their impact on our corporate reputation. 7. Develop and lead the plans for delivering corporate communications and PR activities, stakeholder engagement, brand and marketing campaigns including plans for internal and external events activities (e.g. CEO staff road-shows, conference participation, event exhibition stands). 8. Promote company participation at key industry events and exhibitions, including identifying opportunities for senior members to lead on key note speeches and assist in the production of presentations.

2 9. Manage relationships with suppliers for Press/PR, Design, Marketing/Brand, Web-technical build, publishing services outsourced to third parties to effectively implement above strategies and plans. 10. Measure the effectiveness of corporate communications, channels, PR, brand, marketing strategies and underpinning activities/campaigns. Deliver stakeholder analysis to identify opportunities to communicate our story and successes amongst key stakeholders but also help manage brand reputation and achievement of business objectives. 11. Own the corporate communication, PR, stakeholder management and marketing budget and deliver value for money. 12. Ensure and support adherence to brand/visual guidelines across all channels. 13. Provide expert advice and guidance to Executive/Leadership Teams and Boards on corporate communications, brand and marketing matters, stakeholder engagement and reputation management. 14. Work closely with HR on the communication aspects of employee partner engagement and change management issues. 15. Provide business functions with corporate communication, brand, marketing services and PR advice. 16. To be responsible for the production of management reports, delivery against agreed financial targets and for the effectiveness and efficiency of brand commercial services 17. To be responsible for the delivery of the highest quality customer service to meet and exceed customer expectations (both external and internal) and promote a customer focus throughout the organisation. 18. To ensure effective and continued development and utilisation of the organisations integrated ICT, Telephony and CRM system to ensure we capture customer data from the first point of contact to support a full customer journey and can analyse that data to inform business development decisions. 19. Deliver high quality people performance management To lead and develop high performing teams To understand and apply all areas of people performance management, delivering appraisals and committing to people development and training plans To engage, consult and create constructive two way communications with all staff within area of accountability To create an environment free from discrimination and conducive to having empowered decision makers at all levels To apply HR policy consistently and fairly with a genuine commitment to achieving constructive team dynamics Work in partnership with other members of leadership team including Head of HR as an HR business partner 20. Lead high standards within all areas of Compliance To uphold and demonstrate the values of the organisation to deliver mission and Group aims To work consistently to a high standard and demonstrate continuous improvement

3 To work in line with the organisation s Policies and Procedures and Financial Regulations at all times To be accountable for trade-facing brand developments and their associated compliance as required by internal policies and procedures Ensure that the activities delivered under all brands are safe and comply with applicable legislation and regulations To work with identified partners and build and develop those relationships and to ensure compliance with regard to brand developments and/or service level agreements 21. As an integral member of the leadership team To contribute to and work effectively as part of the leadership team to influence and deliver strategic plans. To participate in organisation working groups as requested or identified. To engage in training activities to maintain and up-date professional knowledge and skill to the standard required of the post holder. To undertake any other duties as delegated by Directorate, commensurate with skills and position in organisation. Generic Responsibilities include: 1. Health & Safety To act as the Health & Safety Officer for the business area of responsibility To take responsibility for maintaining an adequate Health and Safety Management System across area of responsibility including attending a quarterly Health & Safety Working Group Meeting. 2. Policies & Procedures As a member of the leadership team, ensure that the organisation has up to date Policies and Procedures for area of responsibility, in line with new legislation or best practice Ensure that all staff and volunteers are trained in the organisation s policies and procedures, maintaining high standards of Equality and diversity 3. Risk Management To lead in own area of responsibility on assessing, managing and controlling all risks, supporting the organisation s Business Continuity arrangements and the development of Critical Incident Plans To asses and manage risk in collaboration with the Executive and Leadership Team 4. Legal & Compliance To support the Executive and Leadership Team to ensure that the organisations work is carried out in line with legal and contractual obligations To ensure that where appropriate the organisation takes legal or other expert advice 5. Procurement & Tendering To work with the Executive and Leadership Team on identifying and then developing procurement and tendering opportunities To support the procurement and tendering processes by ensuring that the organisation s infrastructure and operational support services are developed and strengthened to meet the highest standards in and beyond North Tyneside 6. Strategic Development To work to develop the specific areas of own responsibility strategically in line with the organisation s strategic plan

4 To support the Executive and Leadership Teams in areas of other strategic development as directed and for the benefit of the whole organisation 7. Promotion and Networking Assist the Executive Team in building and maintaining relationships with key national, regional and local bodies concerned with service development, commissioning, good practice, standards and regulation. To promote the organisation s work and expertise so that it is well placed to take on new services and attract funding, and to represent Age UK North Tyneside. 8. Quality Assurance As a member of the Leadership Team develop, coordinate and monitor the organisations quality assurance systems, ensuring they are effectively developed, managed & embedded. To support and develop internal assessments, to monitor and measure performance against all quality systems and standards within direct areas of responsibility eg. ISO 9001.

5 PERSON SPECIFICATION (Leadership role) QUALIFICATIONS EXPERIENCE SKILLS COMPETANCIES VALUES REQUIREMENTS Degree or equivalent level of Education Relevant Professional qualification e.g. Chartered Institute of Marketing/Public Relations Management qualifications preferable Experience of 3 or more years operating in high volume B2B & B2C Marketing/Communications and service environment Leadership and people management experience is essential, with the ability to motivate, enthuse, engage and inspire diverse teams Experience of building business brands and achieving targets in a commercial environment Demonstrated commercial experience leading marketing campaigns and events management, including ideally in the not-for-profit/social enterprise sector Website and intranet management as well as online marketing experience including social media. Managing in a brand commercial environment to include business planning, development and performance monitoring Strong numeracy skills including competent in financial controls and managing the financial viability of trade-facing brand business ventures 1. Leadership -Lead and initiate change to drive business improvement and strategic advantage 2. Team Working-Creates positive team dynamics that will improve reputation and performance 3. Problem Solving -Identifies business opportunities, creating and leading the plans to deliver success 4. Communications skills -Articulates with passion, clarity and purpose; adapting style to influence business priorities 5. Drive for Achievement-Sets stretching objectives, leads and motivates self, team and individuals to deliver. 6. Organisational Awareness-Continually promotes and builds organisation s reputation with all stakeholders 7. Personal responsibilities -Acts with integrity and fairness at all times to support an environment free from discrimination 8. Planning & Organisation-Initiates and reviews efficient processes and embeds them to remove ambiguity and improve effectiveness 9. Customer Focus-Ensures the Customer is at the heart of business strategy and decision making. Positive We welcome challenges and celebrate achievements Inclusive We involve, consult and work together Respectful We treat others as they would want to be treated Realistic We are open and truthful whilst remaining ambitious Empowering We support older people to achieve their goals

6 Excellent We strive to excel in making a real difference

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