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Digital Strategy & Online Presence

• Define and lead Master Supermarket’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 supermarket’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 Master Supermarket ahead of the curve.

Online Delivery Channels

• Strategize, set up, and continuously optimize Master Supermarket’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 Master Supermarket 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 Master Supermarket 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 Master Supermarket’s 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.