CUSTOMER EXPERIENCE & BRAND MANAGER

Position Summary
WhiteCap Management Limited is seeking a highly experienced and strategic Customer Experience & Brand Manager to lead customer service excellence, brand development, corporate communications, and customer engagement initiatives.
The successful candidate will oversee customer experience operations, manage the customer service team, strengthen brand visibility, enhance customer satisfaction, and ensure consistent brand messaging across all communication channels. This role requires a strong leader with expertise in customer experience management, marketing communications, branding, and stakeholder engagement.

Key Responsibilities

Customer Experience Management
Oversee the company’s call center operations and customer service functions.
Supervise and support customer service supervisors and customer support teams.
Handle stakeholder inquiries, customer complaints, service requests, and escalations.
Ensure high levels of customer satisfaction and service excellence.
Develop and implement strategies to improve customer experience and retention.
Monitor customer feedback and implement corrective actions where necessary.
Performance Monitoring & Service Quality

Track and analyze customer service performance metrics and KPIs.
Monitor call center efficiency, response times, resolution rates, and customer satisfaction scores.
Identify service gaps and implement continuous improvement initiatives.
Prepare performance reports and recommendations for management.
Brand Management & Corporate Communications

Manage corporate communications and public messaging activities.
Develop and maintain a strong and consistent corporate brand identity.
Ensure brand consistency across all internal and external communication platforms.
Oversee brand positioning strategies and market visibility initiatives.
Protect and enhance the company’s reputation through effective communication practices.
Digital Marketing & Social Media Management

Manage the company’s social media communication and engagement strategies.
Develop content and campaigns that strengthen customer engagement and brand awareness.
Monitor online brand reputation and customer interactions across digital platforms.
Analyze digital performance metrics and recommend improvements.
Market Intelligence & Competitive Analysis

Conduct market and competitive research to identify industry trends and opportunities.
Lead initiatives aimed at differentiating the company from competitors.
Provide insights and recommendations to support business growth and customer acquisition strategies.
Stakeholder & Customer Communication

Coordinate customer communications across all company channels.
Ensure consistent messaging and communication standards.
Develop customer engagement initiatives that strengthen loyalty and trust.
Build and maintain strong relationships with key stakeholders and partners.
Skills and Qualifications


Educational Requirements
Bachelor’s Degree in:
Business Administration
Communications
Marketing
Public Relations
Customer Experience Management
Or a related field
A Master’s Degree is an added advantage.
Professional Experience

Minimum of 10 years of professional experience.
At least 3 years in a managerial or leadership role within:
Customer Experience
Communications
Marketing
Service Management
Brand Management
Leadership Competencies

Strong leadership and team management skills.
Proven ability to lead customer service and communications teams.
Ability to drive organizational performance and customer-focused initiatives.
Technical Competencies

Customer Experience Management.
Brand Strategy and Brand Development.
Corporate Communications.
Social Media Management.
Customer Service Operations.
Stakeholder Engagement