Service Marketing and Communications Manager

Marie Stopes Sierra Leone



Job Type


Closing date:

25 November 2022

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Marie Stopes Sierra Leone

Marie Stopes International (MSI) is a global social business providing personalised, high quality, affordable contraception and safe abortion services to women and girls. MSI has 13,000 team members working in 37 countries to deliver our mission: children by choice, not chance. Marie Stopes Sierra Leone (MSSL) is a founding member of the MSI Partnership, operating in Sierra Leone for 30 years and becoming the largest non-governmental provider of family planning (FP) and sexual & reproductive health (SRH) services in the country. MSSL delivers services in every district of Sierra Leone through its outreach, centres/clinics and social marketing channels.


Experience (essential/desirable) • Management experience in marketing / corporate communication in the West African context (essential). • Demonstrable experience in communications and marketing or public relations (essential). • Understanding of the latest communications and marketing trends, such as social media and how to optimise design for those platforms (essential). • Outstanding oral and written communication skills with excellent interpersonal, presentation and negotiation skills (essential). • Ability to complete multiple projects concurrently while balancing competing priorities; ability to meet deadlines (essential). • Proficiency in computer software such as Microsoft Word, Excel, PowerPoint and Outlook (essential). • Project management experience and skills, including the ability to work to tight, competing deadlines (essential). • Excellent writing skills, including the ability to inspire and persuade, communicate clearly and concisely, and formulate messages in an engaging way (essential). • Strong analytical skills and excellent attention to detail (essential). • Excellent interpersonal, communication and presentation skills, including the presence to deal effectively with diverse constituencies including key leadership and staff in the field (essential). • Good knowledge and experience in community mobilisation or commercial marketing in West Africa (essential). • Fluency in English and Krio (essential). Qualifications (essential/desirable) • University Degree in Marketing and communications or business administration majoring in marketing (essential). Personal attributes • Results driven. • Motivated and energetic. • Strong commitment to the goals and vision of MSI and MSSL. • Strong supporter of the cause for contraception and a woman’s right to safe abortion. (Pro-choice.) • Excellent interpersonal/communication skills. • The highest levels of integrity, and a strong ethical sense. • Self- managed and able to prioritise and work under pressure. • Initiative, commitment, drive and perseverance • Planning, organisational, negotiation and selling skills. • Highly self-sufficient, entrepreneurial, innovative, inspirational and persuasive. • Must be prepared to travel on short notice. Service Marketing Manager Job Framework MSI Behaviours and Values Team Member Behaviours Work as One MSI • You contribute, use, and share accurate data and evidence to improve understanding, insight and decision-making across MSI, enabling us to maximise our ability to influence others • You share relevant knowledge, expertise and resources to strengthen teamwork and prevent duplication of effort • You actively work as part of a team, providing support and flexibility to colleagues, demonstrating fairness, understanding and respect for all people and cultures. Show courage, authenticity and integrity • You hold yourself accountable for the decisions you make and the behaviours you demonstrate • You are courageous in challenging others and taking appropriate managed risks. Develop and grow • You seek feedback to enable greater self-awareness and provide the same to others in a way which inspires them to be even more effective • You manage your career development including keeping your knowledge and skills up to date. Deliver excellence, always • You strive to consistently meet and exceed expectations, putting clients at the centre of everything, and implement smarter, more efficient ways of performing your role • You build and maintain effective long-term working relationships with all stakeholders, and are a true MSI ambassador. Leadership (For Leaders only) • You inspire individuals and teams, through situational leadership, providing clear direction • You seek and provide opportunities which motivate team members, helping to develop skills and potential whilst strengthening our talent and succession pipeline • You are aware of emerging developments in our sector, demonstrating strategic insight about our clients and business and encourage this in your team • You articulate a vision of the future which inspires and excites others. MSI Values • Mission driven: With unwavering commitment, we exist to empower women and men to have children by choice not chance • Client centred: We are passionate about our clients and dedicate our efforts to delivering agreed objectives to the highest possible quality • Accountable: We are accountable for our actions and take responsibility for everything we do to ensure long term sustainability and increased impact • Courageous: We recruit and nurture talented, passionate and brave people who have the courage to push boundaries, make tough decisions and challenge others in line with our mission

About the Role

The Function The MSSL Integrated Marketing team is responsible for creating a unified and seamless experience for clients to interact with the MSSL brand and services; blending all aspects of marketing communication including social marketing, service marketing, advertising, sales promotion, direct marketing, call centres, social media and advocacy. The team ensures that all forms of communication and messaging are carefully linked together across all service delivery and marketing channels. The team ensures that MSSL is continually driving towards program sustainability and increased uptake of FP and SRH services. MSSL uses social marketing to ensure that people have an option to buy high-quality, affordable contraceptive products in the private sector. It also provides an opportunity to offer information and referrals to our other services for clients interested in switching to long-acting or permanent methods. Call centres will become increasing integral to all MSSL channels and where applicable, may offer telemedicine for SRH services in addition to building awareness of the full MSSL offer and helping to translate a client contact into a client service. The team contributes to furthering MSI’s mission: Children by Choice not Chance by bringing modern business approaches to MSSL’s marketing strategy in order to move the organisation towards surplus generation, financial sustainability, high productivity and growth by bringing FP methods closer to the client. The Role As a key member of the Middle Management Team (MMT) the Service Marketing Manager is responsible for business development in general which includes the brand and image of the organisation as well as all marketing, promotional and advertising strategies and activities. Due to the nature of MSSL’s social business, low cost high impact marketing strategies and plans are expected in order to maximize both short and long term goals at reasonable investment levels, to increase the value of the organisation over time. The Service Marketing Manager is responsible for the day-to-day support of marketing programs and campaigns including, but not limited to, demand creation, partner and content marketing activity that drive national and regional awareness and demand for MSSL products and services. This position requires close integration with cross-functional teams and will manage external and internal resources to develop creative program tactics as required. The purpose of the Service Marketing Manager is to increase awareness and support for MSSL’s mission, including content and asset creation, managing the brand, reviewing social media and online performance, performing projects as required to meet donor requirements and supporting income generation. This is both a strategic planning and a hands-on implementation role. Key Responsibilities Service level marketing • Work closely with the Director of Integrated Marketing to formulate effective marketing strategies to achieve MSSL's goals. • Co-ordinate and lead target marketing, promotional campaigns including the planning of advertising, clinic based promotions, impact assessment, competitive analysis, consumer behaviour analysis. Service Marketing Manager Job Framework • Work with advertising firms/other vendors to develop and finalise all advertising and communications campaigns and materials. • Enhance brand visibility of MSSL services and products. • Develop a marketing awareness internally and ensure a positive attitude as well as an awareness and involvement with all team members about the organisation, its marketing initiatives, and the reasons for that. • Develop low cost high impact marketing activities for the clinics channel to increase client numbers and income. • Work closely with the RME team for evidence based decision making. • Working closely with all project managers on the development of marketing activities and materials, to ensure impact and the accurate communication of all company and project messages, and the subsequent service numbers to meet donor requirements. • Establish sufficient levels and quality of all the different types of marketing activities to maintain high visibility and subsequent image building in the market. • Ensure high quality branding of all MSSL centres, activities and materials, in line with donor requirements • Develop and manage a database of IEC materials and productions within budget. • In conjunction with procurement, liaise with suppliers on production of IEC materials, ensuring quality, timeliness and cost-efficiency of products and services. • Work with the Operations teams to provide appropriate visibility for MSSL projects and promotions. • Design templates for brand materials used for external and internal use such as presentation slides, funding proposals, letterhead etc. • Support the delivery of generic and branded mass marketing and communication at all levels. • Build positive brand profile by generating content and media coverage and manage all external communications and public engagement activities, ensuring strategic brand alignment and message consistency. • Create a wide range of well-written and accurate print and electronic materials, including partner family stories, news releases, fact sheets, website and internet content. • Oversee the creative design, production and use of all collateral marketing tools including annual reports, newsletters, brochures and videos and ensure synergy and efficiency amongst all materials. • Undertake any other legitimate duties as assigned by management. Strategy and development • Develop the marketing plan and lead the Integrated Marketing team in recommending initiatives to complement the MSI’s global strategy and objectives, and see them through planning, budgeting and delivery. • In collaboration with the Integrated Marketing Director, develop annual marketing plans and ensure the effective delivery of each marketing plan for centres, outreach and community based demand creation, and social marketing with a clear action plan for each delivery channel. • With feedback and insights from key partners, evaluate key marketing needs to support all areas at MSSL. Evaluate the level of success and achieve continuous improvement. • Work across MSSL, as well as with external stakeholders, to ensure synergy in the delivery of SRHR communications. • Ensure physical as well as service quality standards meet customer expectations and complete customer satisfaction. • Manage and direct all MSSL brands. Ensure high brand awareness associated with quality and safety. • Develop strategies to increase both income and client numbers and to improve the business and service mix. Demand creation • Empower and train the Community Based Mobilisers (CBMs), supporting with a new community based mobilisation strategy. Provide training and support in behaviour change and marketing. • Support the operations team in the design and delivery of bespoke demand creation activities. • Regular field visits to establish on the ground needs from CBMs and clients. • In an evolving world of client needs, products and ways to communicate, explore/develop new routes and ways to generate demand and to deliver services. • Work closely with the Call Centre Channel Lead to promote and improve the impact of MSSL social media platforms. • Support the Advoacay & Policy Manager in the management of all media campaigns and communications to ensure correct and consistent messages are communicated. • Develop, maintain and strengthen relations with other agencies working in the region in the SRH field. • Support the delivery of promotional events across the organisation. • Ensure the presence and maintenance of quality signposting throughout the country. • Identify and visit various establishments to promote MSSL. • Monitor and improve the MSSL brand ensuring consistency at the field level. Business development / external relations • Support negotiations for potential partnerships. Service Marketing Manager Job Framework • Collaborate with other NGOs and professional / private health providers to link their activities to MSSL’s programs, where appropriate. • Represent MSSL at external meetings, commercial events and environments. • Stay up to date on relevant developments within the industry through networks, contacts, conferences and meetings. • Identify opportunities for corporate/business partnerships that will contribute to MSSL’s mission and goals. • Content marketing, including writing case studies from our users and white papers using our data. Leadership and capacity building • Proactively work with the Call Centre Channel Lead to critically assess opportunities to improve income, reduce cost, maintain excellent quality and increase client flow. • Coach, develop, mentor and supervise CBMs to influence them to take positive action and accountability for their work. Provide opportunities for professional development and career progression. • Support all trainings rolled out to the CBM team. • Ensure the timely payment of monthly stipends to the CBMs.