Clare Sheikh, group director of strategy, marketing & customer, RSA (formally Royal and Sun Alliance)
World-class marketing is about creating something that has a distinct personality replicated in a sensitive way across the world.
A real global brand is when you prompt people to say broadly the same thing, whether they live in Latin America or Latvia – and that is a big challenge in a service business.
When I first arrived at RSA in 2007, if you’d asked what marketing was about, people would have talked about advertising or logos – which is common in financial services businesses. Marketers can get very excited about their trade, rather than what the business actually wants and needs.
I did get spectacularly lucky with a great boss [group chief executive Andy Haste] and after two weeks in the business, I was offered the chance to present to 100 internal leaders.
I wanted to try to get across the idea that a brand is about what happens on the inside of the business rather than the outside. The most pressing thing was to figure out what it was that we wanted to be and what we stood for.
The other problem I’d been handed was that Royal and Sun Alliance was clearly a product of a merger and the existing name clearly wasn’t a very elegant solution.
We had been told that RSA was a name we couldn’t use [because of perceived copyright issues, as other organisations were already using the same acronym]. But by challenging some things that looked as though they were set in stone, we discovered that wasn’t the case at all. That is one thing that good marketers do: challenge things that might be the perceived wisdom within a company, but aren’t necessarily true.
Mark Gilmour, brand director, Virgin Management
The lifeblood of this company is growth, new ideas and new businesses, so my role is about helping to start those businesses, making sure we have the right propositions and that we execute them well.
As a top-level marketer, you’ve got to be intrigued; you’ve got to have a naturally inquiring mind. It involves talking to frontline people and to consumers in order to understand them.
It’s also about determination and focus. Through being in the business for 20 years, I’ve come to realise that the greatest marketing is when you have a compelling, single-minded vision, and you drive it through an organisation. Sometimes you have to put your head above the parapet to keep it going. It’s all too easy to give up and try something else because people are being a bit wobbly about it.
I think it’s also important to stop the “colouring-in” agenda: a lot of chief marketers go back to talking about tone of voice, colours and images. These are important for the brand, but we should be talking the language of the people we’re dealing with, understanding the commercial side of the organisation, what makes it tick and how we can add value.
It’s human nature to want to stick to routine and your comfort zones. But if you stay there, guess who’s going to be moving beyond you? Your customer. Unless we constantly re-evaluate and think ahead, we will get stuck.
Great marketing leaders must be the total embodiment of their brand. They must provide an utter clarity, focus and determination in the way they deliver their messages. And finally, if they promise something, they need to deliver it. There’s nothing more frustrating than non-delivery.
Helen Lewis, consumer insight and marketing strategy director, Unilever
We don’t call ourselves marketers; we’re brand developers or brand builders. The whole business is dependent on us establishing consumer preference for our brands.
It’s very easy in a big organisation to become so internally focused, managing complexity or managing each other, that you have to make an effort to break out of the office. You have to remind people and institutionalise the fact that they must connect directly and regularly with consumers.
Every few years we have a big drive to reconnect with consumers. And I observe that the best leaders in our business play a central role in leading and inspiring that. You have to make an effort to make sure that everybody is thinking about the consumer all the time. The best way to do this is to go to people’s homes. We have something called a “consumer passport”, where staff have to do a certain number of hours in any given month visiting homes and taking in consumer experiences. If they don’t do those hours, they’re not allowed to attend key meetings.
If any brand is to have a very sharp point of view on the world, there has to be clarity over its consumer target. And the whole team involved in the brand must have empathy for that consumer. Just because you might be fantastic at marketing food, you may be lousy at beauty. And what you don’t want is a sort of technocratic situation where people hop from brand to brand without having a real passion for what they do.
Great marketing leaders must have fantastic vision and a passion for what they’re doing. The people I admire most are those who engage at the big picture level without forgetting the day-to-day.
Phil Chapman, group marketing director, Kerry Foods
World-class marketing is nearly always based on insight, whether it be from structured research, knowledge within the department or visits to the field.
It nearly always starts with an idea that comes from your customers and that you can link to your brand. And that insight is often very hard to capture in quantified research. Often it’s something intuitive – you listen in on a focus group and you suddenly pick up on something that’s special.
Then it’s the job of the marketer to convince everyone that it’s as exciting as you think it is, and drive it to delivery through all the obstacles that come up. If you want to make organisational change, you really must get the chief executive behind you, and they must let people know that they’re behind you.
One of the big challenges is the balance between international and local. When you get the phone call from Austria, saying, “my market’s different, it just won’t work here”, you have to decide quickly whether it’s important enough to get on a plane and persuade them.
To be a great marketer, you have to be comfortable with both the art and the science of your job. Marketing is about being logical and structured, but also about allowing yourself to be completely creative.
People have to trust you. You’ve got to like meeting people and listening to their points of view. It doesn’t mean being weak – when they’re wrong, tell them, making it clear you’re doing it genuinely for the best of the business.
And when they’ve had ideas, make it clear where they came from when you’re taking those around the world. Don’t pretend they’re your ideas – you might get five minutes of glory but you’ll have lost the team.
Ian Armstrong, marketing communications director, Honda
Great marketing leaders understand the commercial realities of the business and it’s not just about holding out for the brand. There’s a sense that we’re here to make money, we’re here to make profit. Marketing leaders must also have a good sense of what direction the company is best taking forward for the future.
They then need to be able to create compelling arguments to engage the organisation and bring its people behind their vision. And then they must have the ability to deliver their vision through the teams that are around them.
World-class marketing is something that touches you emotionally much more than rationally. Your brain makes an emotional decision long before it makes a rational one. And, therefore, world-class marketing is something that allows you to do that a lot more effectively than just giving people ten reasons why they should buy your product.
At Honda, we do that by trying to extract stories. So, we tell people about our philosophy and we tell them about what we’ve been doing in various walks of life, for many years. Hopefully, they’ll respond to that thinking.
Insight comes from all sorts of places. It fuel an awful lot of what we do, but there is also a point at which we have to start shaping the future for people, to improve their lives.
So, you could ask someone: “Would you like a robot that helps you around the house? Or radar technology that allows you to stop cars crashing into each other on the motorway?” But without our prompting, people are probably not going to come up with these ideas themselves.