Senior External Brand Experience Manager

London - West

Location: Hammersmith


Senior Brand Experience Manager - External

London -Hammersmith- W68BS

Salary - Competitive + benefits

Role Purpose

To manage the delivery of the external brand experience in key business projects and initiatives through the planning, management and delivery of projects and processes. Primarily focused on customer interactions, but also including 3rd parties and business partners.

Activities will focus on central management of brand experience, brand positioning, brand governance processes, customer journey improvements, campaign delivery coordination, stakeholder management and the coordinating the provision of key assets to the wider business.

This will focus on building our Brand experience externally, working closely with our Customer Experience, Product, Marketing and Commercial teams.

The role will work with the Brand delivery Lead across multiple divisions building a coherent, powerful brand experience that is loved by our people and customers and drives a competitive advantage. This will span brand engagement, brand integration and brand governance.

Key Accountabilities

* Supports the delivery of the brand experience across external touch points

* Manages consistency of branding and tone of voice across our touch points

* Promotes our Virgin Brand values to drive distinctive brand interactions and drives experiences based around these

* Manages the coordination, delivery, sign off and sharing of brand guidelines and toolkits

* Designs and develops brand governance processes and forums

* Supports Brand delivery lead and Head of Brand in leading business collaboration and brand integration

* Manages the implementation of brand standards and guidelines, ensuring consistency and effectiveness across the business

* Identifies dependencies with other business initiatives / activities

* Coordinates the provision of key assets to the wider business (including the tools to do this)

* Works with creative and strategic partners across the business and agencies

* Develops specific brand projects to support the delivery our purpose to ‘Make Good Things Happen’

* Capture leanings and ongoing results - sharing lessons learnt from key projects across the business

* Owns relationships with stakeholders in the business to ensure brand integration

Essential Knowledge, skills and experience

* Degree level education

* Considerable experience of a working in a brand environment

* Experience of customer journey mapping / customer experience

* Experience of coordinating assets and guidelines

* Excellent communication and networking skills to interact with peers, senior management, project stakeholders, and customers

* Experienced in leading workshops

* Experience of managing and presenting to senior stakeholders

* Strategic mindset with the ability to forward think and react tactically where required

* Ability to manage multiple stakeholders with sometimes conflicting opinions

* Experience of commercial and front-line environments

* Proven experience of working in a B2C environment

* Experience in developing brand positioning and working with a creative

Desirable Knowledge skills and experience

* Consulting experience

* Experience in service design

* Experience in brand measurement

* Experience in telecoms / media industry