Consumer Experience & Branding Leader

• →Unified Strategy Leadership:​ Develop and execute an integrated Brand Experience (BX) strategy that aligns brand positioning, marketing communications, and end-to-end customer journey design.
• →Brand Experience Governance:​ Establish and govern standards to ensure all customer-facing communications, processes, and interactions consistently reflect and reinforce our core brand values and promise. Own the Brand Experience playbook.
• →Communication & Content Alignment:​ Oversee the integration of customer experience principles into all brand communication channels and content strategies (advertising, social media, PR, packaging, in-store). Ensure messaging is customer-centric and experience-aware.
• →Performance & Impact Measurement:​ Define and monitor a holistic set of metrics measuring both brand health (awareness, consideration, equity)​ and customer experience (NPS, CSAT, retention). Analyze the correlation between the two to demonstrate business impact.
• →Crisis & Reputation Management:​ Partner with Corporate Communications to develop frameworks for managing customer experience incidents that could impact brand reputation, ensuring timely and brand-aligned responses.

• →Cross-functional Leadership:​ Act as the customer advocate and strategic partner to key functions (Portfolio, Sales, R&D, Supply Chain) to embed CX principles into processes, product development, and service delivery. Lead a cross-functional CX Council.
• →Continuous Improvement:​ Identify critical pain points in the customer journey and lead root-cause analysis and improvement projects. Foster a culture of continuous experimentation and innovation.

• 10+ years of combined leadership experience​ in Brand Management/Marketing Communications​ and Customer Experience/Strategy​ within a top-tier multinational consumer goods (FMCG/CPG) or premium retail company.
• Deep understanding of brand strategy, integrated marketing communications, media landscape, and digital engagement models.
• Proven expertise in customer journey design, VoC programs, and experience analytics.
• A rare blend of creative brand sensibility and rigorous operational/customer-centric discipline, with a track record of launching successful brand campaigns and improving core customer metrics.
• Strong financial and business acumen, with experience linking customer metrics to P&L drivers.
• Exceptional leadership, storytelling with data, and change management skills.

• Language Proficiency:​ Fluent Business English is a mandatory requirement.

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