Head of Brand and Customer Experience

Head of Brand & Customer Experience

Our client is launching a new consumer product company in North America and they are looking for an exceptional, hands-on marketer to help build it from the ground up.

This is not a role for someone who wants to manage a large team of agencies and specialists. Initially, you will be the marketing team. We are looking for someone who can think strategically, has excellent creative judgment, and is equally comfortable doing the work themselves.

You will own how customers discover, understand, buy and ultimately experience our products.

What You’ll Do?

You will lead the development of our brand and customer experience across every major touchpoint, including:

• Write and continually improve our website, product positioning and e-commerce experience.

• Build the customer journey from initial interest through reservation, purchase, delivery and ownership.

• Develop and run email and CRM programs that turn prospective customers into reservations and keep our growing community engaged.

• Tell the ongoing story of building and launching the company through newsletters, social media, video, editorial content and other channels.

• Develop clear educational content that helps customers understand the product, relevant regulations and how and where it can be used.

• Own our social media presence and content calendar.

• Lead press and PR, including media relationships, announcements, product launches and press materials.

• Design and produce sales, event, product and customer collateral.

• Help design the UX and customer experience of our digital app, initially allowing customers to follow their vehicle from order through delivery and ultimately evolving into the connected companion for the product.

• Establish the marketing technology stack, analytics and processes needed to understand customer behaviour and improve conversion.

• Work directly on brand, product launches, customer acquisition and the overall customer experience.

• Build the marketing and customer experience team as the company grows.

Who We’re Looking For

You are a creative, highly capable consumer marketer who likes making things, not just managing them.

You have experience with a consumer product or brand where digital experience, e-commerce, storytelling and physical products come together. Experience in consumer technology, design-led products, DTC, lifestyle, outdoor, mobility or another product-driven category would all be relevant.

You should be:

• An excellent writer who can communicate complicated ideas simply and make products compelling.

• Highly visually literate, with strong instincts for brand, design, photography and digital experiences.

• Comfortable working in tools such as Figma, Shopify, Zoho and other CRM, e-commerce and digital marketing platforms.

• Experienced with email marketing, CRM, segmentation, lifecycle marketing and conversion.

• Capable of thinking through UX and customer journeys even if you are not a software developer.

• Comfortable creating and managing social content yourself.

• Able to work directly with journalists and manage basic PR without requiring an outside agency for everything.

• Analytical enough to understand funnels, customer behaviour and what is driving reservations and sales.

• Resourceful and comfortable using freelancers and specialist partners selectively rather than outsourcing the function.

• Entrepreneurial, curious and comfortable operating in an environment where the answer is often, “figure it out.”

Most importantly, you have a portfolio of things you have personally created, launched or built. We care much more about what you can do than the size of the teams or agencies you have managed.

The Opportunity

This is a ground-floor role with unusually broad ownership. You will have the opportunity to shape the brand, customer journey, digital experience and marketing organization from the beginning.

The company is launching with an established consumer product from Europe and a significant base of prospective customers already interested in purchasing it. The challenge is not simply to create awareness. It is to build a relationship with those customers, convert interest into sales, create an exceptional buying and ownership experience, and build a consumer brand capable of supporting a growing family of products.

For the right person, this is an opportunity to build rather than inherit.