Customer Insights & Experience Senior Manager

Key Responsibilities

Lead the optimization, implementation and communication of the brand strategy incl. brand's vision, values, and positioning within the local market.

Lead the design, delivery and consistent optimization of the brand’s comms & PR strategy, marketing channel strategy, and campaign and PR briefs.

Overall control and manage the brands content by deep cooperation with headquarter and local central departments.

Lead the design, establishment and operation of customer community especially Defender Car Owner Club including overall community marketing strategy, owner club rules & regulation and community daily operating.

Lead the concept development and implementation of customer loyalty system e.g., customer credit system as the foundation and enabler to brand community.

Accountable for brand specific customer journey covering design, opportunity identifying and optimization actions implementation.

Leverage data and insights to understand target customer group, market requirements, opportunities and threats, recommending mitigations and actions to the local and global brand teams.

Act as voice of the market and client to the House of Brands and COEs to share best practise and knowledge, and to inform the central strategy Customer Insight and Customer Experience Teams.