Head of Brand and Experience

5 days ago

Singapore CIRCLES LIFE TECHNOLOGY PTE. LTD. Full time
Roles & Responsibilities

ABOUT CIRCLES

Founded in 2014, Circles is a global technology company reimagining the telco industry with its SaaS platform - Circles X, helping telco operators launch and operate successful digital brands through its offerings.

Having pioneered a successful blueprint for disrupting the telco space in Singapore, Circles has since launched its own digital telco, Circles.Life, in Singapore and Australia. Circles has also partnered with other telco operators to launch digital services, enabling our partners to accelerate growth and capture market share within a short period of time.

Today, Circles is partnering with operators in 14 countries to deliver delightful digital experiences to millions of people through our businesses.

We are backed by global investors such as Warburg Pincus, Peak XV (f.k.a. Sequoia), EDBI and Founders Fund – renowned backers of industry-shaking innovators.

ABOUT THE ROLE

We are seeking an innovative and dynamic Brand and Customer Experience Lead to join our Circles.life consumer team. The successful candidate will be responsible for owning and driving brand metrics and Net Promoter Score (NPS) initiatives to enhance our brand's presence, drive organic growth and ensure exceptional customer experiences.

Reporting to the Global Head of Brand and Marketing, the successful candidate will be the guardian of the brand and responsible for leading brand strategy, customer experience, campaign planning, influencing product innovation and driving brand equity.

To be successful in this role, you will think strategically and work in partnership with various leaders (regional & in-country) to influence, experiment and implement unconventional and cost-effective brand building and growth strategies which will in turn help to grow our subscriber base and revenue.

This is a group-level role based in Singapore

WHAT YOU'LL BE DOING

  • Brand Management:Develop and implement brand strategies to strengthen brand identity and market positioning.
    Oversee brand guidelines to ensure consistency across all touchpoints.
    Conduct brand health tracking and analysis, reporting on key metrics and insights.
  • Customer Experience:Lead initiatives to improve customer experience across all channels.
    Monitor and analyze customer feedback, using insights to drive improvements.
    Implement customer journey mapping to identify pain points and areas for enhancement.
  • NPS Ownership:Manage NPS tracking and reporting, ensuring continuous improvement.
    Develop and execute strategies to increase NPS scores.
    Work cross-functionally to address customer concerns and drive satisfaction.
  • Market Research and Analysis:Conduct market research to understand customer needs and industry trends.
    Analyze competitive landscape to identify opportunities for differentiation.
    Utilize data to inform and refine brand and customer experience strategies.
  • Collaboration and Leadership:Collaborate with marketing, product, and customer service teams to align on brand and customer experience goals.
    Lead and mentor a team focused on brand and customer experience initiatives.
    Present findings and recommendations to senior leadership.

WHO YOU'LL BE WORKING WITH

  • Wider Marketing Team across our Center of Excellence
  • Local country marketing and commercial teams
  • Product and Customer Service Teams
  • Senior stakeholders across the company including C-suite level engagement

WHO YOU ARE

  • Bachelor's degree in Marketing, Business, or a related field; MBA preferred.
  • Proven experience in brand management and customer experience roles.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced, dynamic environment.
  • Experience with NPS methodology and customer feedback tools.
  • Creative thinker with a passion for innovation and continuous improvement.

To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program.

Please do not forward resumes to our jobs alias, Circles employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.

Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.

Tell employers what skills you have

Market Research
Product Innovation
Leadership
Growth Strategies
Analytical Skills
Customer Experience
Interpersonal Skills
Strategy
Brand Equity
SaaS
Accountability
Brand Management
Customer Journey Mapping
Customer Service

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