Customer Journey Executive

Job Summary
The Customer Journey Executive plays a vital role in shaping and maintaining a consistent and engaging brand experience across all customer touchpoints. This role supports the daily execution of marketing and customer experience initiatives, including campaign rollouts, store communications, digital asset coordination, and customer engagement activities. Working closely with cross-functional teams, the Executive ensures brand consistency, enhances the customer journey, and supports initiatives that drive loyalty and long-term satisfaction.
Key responsibilities
1. Brand Management & Compliance
Ensure consistent application of brand guidelines across all customer touchpoints, including store environments, marketing materials, digital channels, and partner collaborations.
Conduct regular store audits to assess brand compliance in visual merchandising, signage, and overall presentation.
Coordinate the production, distribution, and maintenance of in-store branding materials (e.g., menus, signage, point-of-sale materials).
Maintain and update the digital asset library, ensuring easy access to approved brand photos, videos, and templates.
2. Campaign Execution, Promotions & Revenue Growth
Assist in the planning, rollout, and tracking of sales campaigns and seasonal marketing initiatives (e.g., Lunar New Year, Mid-Autumn, Christmas).
Support the launch of limited-time offers (LTOs) designed to drive store traffic, reduce waste (especially for near-expiry items), and increase average spend.
Coordinate corporate discount programs to attract bulk purchases, business clientele, and frequent repeat orders.
Monitor campaign performance and recommend real-time adjustments to maximize ROI and revenue.
Analyze product sales data to identify upselling or bundling opportunities aimed at improving basket size and order value.
3. Digital Marketing & Online Reputation Management
Manage and update the brand’s social media presence (e.g., Instagram, TikTok, Google Business Profile).
Create engaging, brand-aligned content—including photos, videos, and reels—to showcase product offerings and increase engagement.
Execute targeted digital campaigns (e.g., Facebook Ads, Google Ads) to support store promotions and customer acquisition.
Monitor and respond to online reviews and ratings to maintain a strong brand reputation and address customer concerns.
4. Customer Experience, Loyalty & Retention
Continuously enhance in-store visual merchandising to improve product visibility, navigation, and the overall customer journey.
Collect and analyze customer feedback to drive product, service, and operational improvements.
Organize community-driven engagement events such as tasting sessions, baking workshops, and loyalty member activities to build deeper customer relationships.
Monitor loyalty program performance (e.g., redemption rates, customer lifetime value trends) and recommend data-driven enhancements.
5. Partnerships & External Collaboration
Coordinate marketing initiatives with food influencers, content creators, and local community partners to increase brand exposure.
Manage promotional activities and campaigns on food delivery platforms (e.g., GrabFood, Foodpanda, Deliveroo) to strengthen online sales performance.
Support the execution of collaborative campaigns with external brands or partners to tap into new customer segments.
6. Performance Tracking & Business Analysis
Track and report on key performance metrics including campaign ROI, footfall trends, sales mix, and average transaction value.
Analyze customer behavior, purchase frequency, and demographic insights to guide future marketing efforts
Compile post-campaign reviews with actionable recommendations for continuous improvement in marketing and customer engagement strategies.
Pre-requisites / Qualifications
Diploma or Degree in Marketing, Communications, Business, or a related field.
1–2 years of experience in marketing, branding, or retail operations—preferably within the F&B or bakery industry.
Basic understanding of bakery trends, customer preferences, and digital marketing tools.
Experience managing social media platforms and creating simple, visually appealing content (e.g., photos, short videos) is a strong advantage.
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