Brand & Customer Experience Staff

Summary of Job Description

The role focuses on supporting the execution of brand management initiatives, ensuring consistent implementation of brand campaigns across all channels and materials. It also involves improving customer experience by gathering insights, identifying pain points throughout the customer journey, and leading cross-functional teams to drive enhancements. Collaboration with key departments—including Sales, After-sales, Product, and Customer Service—is essential to align brand and customer experience strategies. Additionally, the role requires monitoring market trends and competitor activities to deliver informed recommendations that support brand positioning and customer experience improvements.

Job Descriptions

Major Duties:

1. Brand Management:

- Assist in the development and execution of brand campaigns and initiatives.

- Ensure brand consistency across all marketing materials, customer communications, and digital channels.

- Support the creation of content and visual assets aligned with brand guidelines.

- Monitor and analyze brand performance and customer perception metrics through out annual brand health tracking

2. Customer Experience (CX):

- Support CX projects and journey mapping to identify pain points and opportunities.

- Gather customer feedback through surveys, social media, and other channels to generate actionable insights.

- Collaborate with cross-functional teams to ensure a seamless and engaging customer experience.

- Assist in implementing customer engagement programs.

3. Communication & Coordination:

- Assist the Brand Manager in managing tasks of BCX cross-functional team

- Coordinate with related teams (Sales, Marketing, Product, Aftersales, CS) to align brand and CX strategies.

- Assist in planning and executing customer-centric events or campaigns.

4. Market and Competitor Research:

- Monitor industry trends and competitors to identify best practices and innovation in brand and CX.

- Prepare reports and insights for reporting to MGRs, GMs

Minor Duties:

1. Brand Reputation Management:

- Monitor brand reputation through media analysis, social listening, and customer feedback.

- Develop and implement crisis communication plans.

- Build and maintain positive relationships with key stakeholders

2. CSR Activity Management:

- Collaborate with internal and external partners (dealers, CSR organizations) to execute CSR programs.

Requirements

1. Education: Bachelor’s degree in Marketing, Communications, or a related field.

2. Work experience required: 1-2 years of experience in brand management and marketing communications.

3. Knowledge:

• Knowledge of Automotive Distributor and Dealer's Sales & Marketing operations.

• Good knowledge of Branding and Customer-centric mindset

4. Skills required:

• Good English proficiency (all 4 skills, especially good at speaking & writing)

• Effective presentation, interpersonal communication & negotiation skills

• Project management skills

5. Other (if any):

• “Can-do” attitude and proactive mindset.

• Ability to work both independently and collaboratively as a part of the team.