Brand Communications Manager
2 weeks ago
Job Description:
We seek a skilled and passionate Brand Communication Specialist to serve as the voice of our brand. You will build meaningful customer relationships in this role while ensuring a consistent and positive brand image. You will create, manage, and optimise communication strategies that engage our audience, enhance customer loyalty, and elevate brand awareness across multiple platforms.
Key Responsibilities:
Customer Interaction:
- Act as the primary point of contact for customers via email, social media, live chat, and other communication channels.
- Respond promptly and professionally to customer inquiries, feedback, and complaints while aligning with brand tone and values.
- Resolve customer issues by collaborating with internal teams and ensuring timely follow-ups.
Brand Representation:
- Uphold the company’s voice, values, and mission in all communications.
- Identify opportunities to infuse personality and creativity into brand communications to strengthen emotional connections with customers.
Community Engagement:
- Monitor and engage with customer comments, reviews, and messages on social media platforms to foster a positive community.
- Build and maintain relationships with brand advocates, influencers, and loyal customers.
Strategy & Insights:
- Analyze customer feedback, inquiries, and engagement metrics to refine communication strategies and improve the customer experience.
- Collaborate with marketing, sales, and product teams to align messaging and ensure consistency across all touchpoints.
Crisis Communication:
- Manage sensitive or negative customer situations professionally, upholding the brand reputation.
- Assist in developing and implementing communication plans during product recalls, service issues, or other crises.
Qualifications
- Communication and Strategic Communications skills
- Brand Management and Integrated Marketing skills
- Experience in Public Relations
- Strong written and verbal communication skills
- Ability to work collaboratively in a team
- Knowledge of design and aesthetics preferred
- Background in Marketing, Communications, or related field
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