Overview
As the voice of the brand, the Customer Experience & Brand Communications Executive will play a pivotal role in shaping every customer interaction. This individual will be responsible for managing communication across all customer-facing channels, ensuring every conversation reflects the brand's values, professionalism, and commitment to exceptional service.
The ideal candidate is confident, proactive, highly organised, and thrives in a fast-paced, dynamic environment. They possess excellent communication skills, a customer-first mindset, and enjoy building meaningful relationships with both customers and business partners.
Key ResponsibilitiesCustomer Communication & Brand Representation
- Serve as the primary point of contact across all customer communication channels including Instagram, WhatsApp, email, LinkedIn, and other digital platforms.
- Respond to customer enquiries promptly, professionally, and with a strong understanding of the brand's tone of voice and policies.
- Guide customers through product selections, sizing, order status, exchanges, returns, and after-sales support.
- Resolve customer concerns efficiently while maintaining a positive brand experience.
- Ensure all communication consistently reflects the company's values, ethos, and service standards.
- Collect customer feedback and share key insights with relevant teams to continuously improve the customer experience.
Brand Representation & Business Relations
- Represent the brand at B2C exhibitions, pop-ups, and customer-facing events.
- Build strong relationships with customers through in-person interactions and product knowledge.
- Act as the primary point of contact for stockists, retail partners, and marketplace accounts, ensuring timely communication and coordination.
- Maintain professional relationships with external partners while ensuring smooth day-to-day operations.
Operations & Administrative Support
- Work closely with the merchandising and operations teams to ensure customer and wholesale orders are fulfilled accurately and on time.
- Coordinate internally to resolve order-related issues and communicate updates to customers and partners.
- Maintain accurate records of customer interactions, enquiries, and follow-ups.
- Assist with administrative coordination related to order management, stock availability, and partner communication.
- Support cross-functional teams wherever required to ensure seamless execution of business operations.
Skills & Qualifications
- Fresh graduates or candidates with 1–2 years of experience in customer-facing roles are encouraged to apply.
- Excellent spoken and written English with strong verbal and interpersonal communication skills.
- Confident, articulate, and comfortable interacting with customers across digital and in-person channels.
- A customer-first mindset with strong problem-solving and relationship-building abilities.
- Highly organised with excellent attention to detail and the ability to manage multiple conversations and priorities simultaneously.
- Comfortable working in a fast-paced, dynamic environment and adapting to changing business needs.
- Hands-on, proactive, and eager to take ownership of responsibilities.
- Proficiency in Microsoft Office and Google Workspace; familiarity with CRM systems, Shopify, or e-commerce platforms will be an added advantage.
Personal Attributes
- Positive and approachable personality.
- Strong sense of ownership and accountability.
- Calm under pressure with excellent problem-solving abilities.
- Team player who collaborates effectively across departments.
- Professional, dependable, and committed to delivering an exceptional customer experience.
