Head Marketing and Customer Experience

Job Purpose

To preserve and strengthen the organisation's rich brand legacy while enhancing market visibility, customer engagement, and digital presence. The role will lead Brand Management, Digital Marketing, Customer Experience, E-Commerce, Website Management, and Customer Service initiatives to reinforce the company's leadership position and support future business growth.

Key Responsibilities

• Develop and execute the corporate Brand Management strategy.
• Strengthen brand equity across existing markets and build awareness in new markets.
• Develop and institutionalise the Brand Management Manual.
• Lead Digital Marketing and Performance Marketing initiatives focused on generating qualified business enquiries.
• Manage the corporate website, digital content, and online customer engagement.
• Drive online sales through e-commerce platforms.
• Develop and implement Customer Experience and Customer Satisfaction programmes.
• Lead Customer Complaint Management and Customer Application Management.
• Manage the Order Booking Application and improve customer interactions.
• Plan and execute participation in trade fairs, exhibitions, and industry events.
• Establish and lead a world-class Customer Service Call Centre.
• Conduct market research and identify new growth opportunities.

Preferred Profile

• Graduate Engineer with MBA in Marketing from a reputed institution.
• 12–15 years of progressive marketing experience in Industrial Consumables, Engineering Products, Industrial Equipment, Machine Tools, Abrasives, MRO Products, Industrial Automation, Manufacturing Technology, or allied sectors.
• Proven expertise in Brand Management and Corporate Marketing.
• Demonstrated success in Digital Marketing and Performance Marketing.
• Hands-on experience in E-Commerce and online lead generation.
• Strong exposure to Website Management, CRM, and Customer Experience initiatives.
• Excellent communication, analytical, and stakeholder management capabilities.