Director of Brand & Customer Experience

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