Lead - CX Communication & Brand Synergy

Job Purpose

Accountable for implementing a seamless brand promotion strategy and tactics that build brand awareness and provides critical information to customers on time.

Key Accountabilities

Brand Promotion & Strategy Responsibilities

- Assist in the development and implementation of effective communication strategies that build brand awareness, customer satisfaction, and disseminate critical information to customers on time, across multiple channels.

- Coordinate with the Branding / Marketing / PR team under Commercial to ensure all branding and communications collaterals, material, etc. in line with the overall marketing guidelines set by the organization.

- Design the overall customer communications and branding framework highlighting the scenarios and modes/channels of communications across the various points of the customer experience journey (ticket enquiry, booking, itinerary details, check-in, feedback, etc.

- Coordinate with the customer insights leads to aid in development of brand promotion and awareness strategy.

- Maintain and analyze reports of various brand promotion programs to aid in decision making.

- Collaborate with Marketing department to align on customer loyalty programs and associated customer communications.

- Execute communications to customer pertaining to campaigns around new services, offerings, routes, facilities, etc.

Team Management

- Provide direction and advice to the direct reports in performing their delegated responsibilities.

- Oversee the overall performance of direct reports and ensure and ensure KPI's are well communicated and monitored.

- Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work.

- The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.