Senior Marketing, Communication and Engagement Manager

Role Summary:

This role reports to the Regional Marketing, Communication and Engagement Lead, India for the Compass at Client business. In partnership with the Regional Director, this individual develops and deploys the brand and marketing plan for said country/ countries in support of both program-wide priorities and local needs.

Partnering with colleagues locally, regionally and globally, the position creates and activates initiatives included in the marketing plan, such as insights and analytics, brand campaigns, strategic communications, events and engagement programs with a focus on building user trust, educating users on program intentionality, building brand ambassadors, and managing community sentiment.

The position builds and maintains relationships with a diverse group of stakeholders and partners across a complex ecosystem, leveraging strong communication skills and a performance and solutions-oriented mindset to create alignment and ensure effective collaboration. This role serves as a main marketing resource for site operational leadership (Compass), regional operational leadership (Compass), regional Food program leadership (Client) and additionally supports global team members (both Compass and Client) as needed.

This role collaborates with other team members, including global marketing team members and regional and global cross-functional team members (such as culinary, sustainability, risk management, operations, business operations, finance and people operations). Key projects may include the creation and development of marketing tools, resources, programs, campaigns and events that support Food at Client and Compass at Client.

The great things you can expect to do:

Responsible for building the Food at Client brand and user trust through :

Brand and Strategy Development : Collaboratively lead the development, rollout and execution/implementation of the local/regional food program marketing and communications strategy, including ideating, proposing, developing and maintaining campaigns, social media/email presence, event management, internal marketing communication, community relations and vendor engagement Contribute/ drive to the development, launch and execution of global food program marketing and communications strategy and supporting initiatives as needed.

Brand Custodianship : Steward verbal ID and program personality by protecting the program’s authentic voice.

User Engagement and Experiences (In-person and Digital) : Identify unique and creative ways to engage users by creating exciting food experiences both in-person and virtually and communicating program intentionality through a full funnel, purpose-driven, performance-driven and data-driven approach. Identify and develop engagement opportunities through new or existing resources that build trust, collaboration and user awareness and understanding. Contribute to building relevant and robust performance tracking and reporting.

Communication : Manage all Food at Client program communications to support program goals (both from the marketing team and in support of initiatives driven by other departments) and maintain user satisfaction and trust.

User-Facing (Storytelling) : Contribute towards/curate the development of editorial, rich content to be deployed across relevant channels. Research, develop, activate and manage food program related conversations within the Client environment that specifically encourage positive participation of the Food at Client program and is consistent with/reinforces the Food at Client brand through an advocacy strategy.

Sector/Compass-facing: Coordinate and manage all internal marketing and communication activities and channels at all Compass sites in the region. Support both Food at Client and Compass in executing internal (vendor partner facing) campaigns to engage team members in program and organizational values and priorities. Provide ongoing communication, training and skill building opportunities for vendor team members in branding, marketing, communication and conversation management where applicable.

Risk and crisis communication management: Rapid growth within the service model, foodborne illnesses, food recalls, allergen concerns, user requests and needs, and other food-related incidents can erode confidence in and impact our ability to fulfill our mission. This role will evaluate and respond to such incidents in alignment with global communications protocol, and will serve as a leader in-country across functions as part of an Incident Response Team (IRT) to ensure responses to potentially high-risk user inquiries/feedback and communications during and after incidents are coordinated, transparent, aligned, timely and appropriate, and will support change management through thoughtful communications.

Innovation & Insights : Investigate, research and deeply understand both current trends and future forecasts in marketing, food service, end user/customer engagement, corporate food experiences and food related health and wellness developments/trends which may contribute to the continual improvement of the Food at Client program strategy with a focus on marketing strategy. Support/ Lead efforts to further develop, customize and execute innovative brand, communication and user experience efforts.

Project Management : Cross-regional leadership or collaboration with team members on MCE projects that have global impact.

Stakeholder Collaboration : Maintain strong and collaborative relationships with stakeholders across the business including Regional Food Program Managers, Global Food at Client team, Sector leadership team, Compass @ Client Global team and MCE team both locally and globally. Co-create (support and/or develop) key Food at Client program initiatives to support the brand architecture and organizational goals.

Governance and Reporting : Contribute to / proactively lead the review and enhancement of tracking and reporting processes to optimize performance and achieve greater transparency and efficiencies.

Leadership : Serve as a positive example of program values, company values, and courageous leadership for the marketing team and the broader organization. Motivate teams to achieve big goals. Inspire accountability and support growth for team members, local and regional, and direct reports.

Minimum Qualifications

Bachelor's degree or higher in Marketing, Communications (or equivalent)

>12 years of related brand marketing, brand building, brand communication and digital marketing experiences

Self starter with a proven background in developing marketing, communications or related strategy, activating and executing supporting initiatives (Full funnel strategy, including digital)

Excellent verbal and written communication (storytelling) skills

Good analytical skills and ability to evaluate information to communicate concise trends and recommendations to enhance brand equity and performance

Demonstrated experience leading both internal and external communications

Experience in project and stakeholder management in complex and time-sensitive situations

Ability to build credibility and trust with key stakeholder groups (Compass, Sector, Client, peers, users)

Lives and breathes the values of Compass Group

Working knowledge of Google Suite products (docs, sheets, slides, etc.)

Preferred Qualifications :

Experience in Food-related, hospitality and/or FMCG industries

Experience supporting a multi-site operational business model

Commercially focused, data-driven with ability to demonstrate impact and results

Strong interpersonal skills, leads with courage and resilience

Ability to navigate ambiguity and complexity with a constructive, solutions-oriented approach

Demonstrates Compass values and leadership behaviours

Agency, franchise organization, or like experience preferred with clear understanding of relationship building with client organization

Experience in managing and working with creative, media and research agency partners

Physical and Language Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to;

Stand, talk or hear, and taste or smell

Walk, use hands or fingers, handle or feel; stoop, kneel, crouch, or crawl

Specific vision abilities required

Ability to read, understand and speak English to perform essential functions of the job

Leadership behaviours (Compass internal values)

Passion for Quality – Takes personal responsibility for correcting customer service problems, consistently sets demanding performance expectations and sets priorities to maximise benefits

Think fast, use technology - Finds new/quicker ways of meeting goals, shows conviction in own judgment and decisions and responds quickly under pressure

Collaborative, Openly share and co-create

Win through teamwork – Pursues friendly relationships with colleagues, shares own knowledge and insight and displays a high level of energy and commitment to the organization.

Embraces diversity – Listens to others and values their contributions, receptive to new and builds on ideas and acts in an ethical and socially responsible manner.

Takes responsibility and can make the big calls – Uses the right influencing techniques to gain the necessary commitment and support from others, both internally and externally

Takes the responsible approach to business, displays a strong sense of professional maturity

Minimal travel required for the role (>5%).