Brand Manager - Customer Journey

Job Description

Key Responsibilities:

• Research and deeply understand customer behaviors, motivations, and touchpoints across digital channels.
• Analyze customer insights to identify pain points and opportunities for improving the customer journey.
• Design and plan comprehensive Customer Journey Maps covering all stages: Awareness, Consideration, Purchase, Retention, and Advocacy.
• Collaborate with the Digital Marketing team to define strategies and campaigns relevant to each phase of the customer journey.
• Identify and recommend necessary tools and technologies to enhance customer experience (e.g., CRM, Marketing Automation, Personalization tools).
• Coordinate with relevant teams such as Content, Social Media, Performance Marketing, CRM, UX/UI, and IT to ensure consistent communication and customer experience across all channels.
• Define Key Performance Indicators (KPIs) for each stage of the customer journey.
• Monitor and analyze the performance of the customer journey using data from various sources (e.g., Google Analytics, CRM data, Social Media Insights).
• Identify areas for improvement and propose solutions to enhance efficiency and ROI of digital marketing efforts.
• Regularly present progress and results to the Digital Marketing Manager.
• Work collaboratively with national and regional marketing teams (if applicable) to ensure customer journey strategies align with the overall brand vision.
• Continuously stay updated on new trends and technologies related to Customer Experience, Digital Marketing, and related fields.

Qualifications:

• Bachelor's degree or higher in Marketing, Communications, Business Administration, or a related field.
• 6 years of experience in a Brand Manager, Marketing Manager, Customer Experience, Digital Marketing role, or a similar capacity. Experience with Customer Journey or CRM is highly preferred.
• Profound understanding of Consumer Behavior and the Digital Marketing Ecosystem.
• Strong analytical skills with the ability to translate data insights into actionable strategies.
• Excellent communication and presentation skills in both Thai and English.
• Ability to work effectively in a team and collaborate cross-functionally.
• Creative, observant, and eager to learn new things.
• Experience with Marketing Automation, CRM, or Analytics Platforms is a plus.