Job Description

Job Summary

The Director of Brand & Customer Experience will lead efforts to strengthen Webuy Travel's brand positioning and enhance customer experience across all touchpoints. Collaborate cross-functionally to drive customer loyalty, develop partnerships, and improve service standards supporting business growth.

Responsibilities

Develop and refine Webuy Travel's brand positioning and customer value proposition to enhance market differentiation
Ensure consistent brand messaging and customer experience across online and offline channels
Review marketing materials, campaigns, events, and communications to align with brand and customer experience goals
Analyze customer segments, products, and sub-brands to inform positioning strategies
Map and evaluate the end-to-end customer journey from enquiry to post-trip engagement to identify service gaps and pain points
Collaborate with teams to establish and improve customer service standards and experience guidelines
Monitor and analyze customer feedback, reviews, and recurring issues to recommend actionable improvements
Design and implement initiatives that increase customer satisfaction, loyalty, referrals, and repeat bookings
Develop targeted customer engagement programs for existing and high-value customers
Support loyalty, membership, and VIP programs to enhance customer retention
Plan and execute customer appreciation events, exclusive experiences, and privileges to boost retention
Partner with marketing and CRM teams to enhance customer segmentation and personalize engagement strategies
Identify and pursue co-marketing, event, and cross-brand partnership opportunities with lifestyle, fashion, retail, hospitality, financial, and consumer brands
Leverage business networks and industry relationships to create new strategic collaborations that enhance brand visibility and customer proposition
Assess retail and offline customer experiences at outlets, travel fairs, roadshows, and events to recommend improvements in visual presentation, customer flow, service quality, and brand consistency
Support development of premium customer experiences at physical touchpoints and improve event and retail concepts from customer and commercial perspectives
Monitor consumer, travel, lifestyle, and retail trends to anticipate evolving customer expectations
Analyze market and customer insights to identify new business opportunities and recommend best practices from related sectors
Collaborate closely with Sales, Marketing, CRM, Product, and Operations teams on customer-facing initiatives and strategic projects
Provide management with data-driven recommendations on brand and customer experience improvements
Support implementation and track effectiveness of brand and customer experience initiatives

Preferred competencies and qualifications

Experience building, managing, or operating a consumer-facing brand
Strong knowledge of branding, customer experience, and consumer behavior
Background in retail, fashion, lifestyle, hospitality, travel, or related consumer industries
Commercial acumen to balance brand objectives with business outcomes
Excellent interpersonal and partnership development skills
Ability to influence stakeholders and work collaboratively across departments
Strong focus on customer experience, presentation, and service quality
Entrepreneurial mindset with a hands-on approach to developing new initiatives