Brand Experience Business Partner

The Brand Experience Business Partner is central to cultivating and enhancing the brand image across all business units.

PURPOSE OF JOB

The Brand Experience Business Partner is central to cultivating and enhancing the company's brand image across all business units. By collaborating closely with varied departments, this role aims to elevate the overall customer experience, strengthen stakeholder relationships, and advocate for continuous improvements in brand representation.

 MAIN ACCOUNTABILITIES

• Forge and maintain loyalty with key customers and stakeholders, serving as the compant brand ambassador.
• Oversee the quality and upkeep of customer interfacing facilities to ensure they align with the company brand standards (Service Stations, C-Stores, Trucks, Offshore Facilities, and Peddling).
• Develop, conduct, and analyze results from customer service surveys, mystery shoppers, and other feedback mechanisms to inform strategies.
• Monitor frontline staff appearance and demeanor to ensure a consistent and positive reflection of the company brand.
• Collaborate with relevant teams, to ensure the proactive upkeep of facilities of all service stations and other customers with company assets.
• Spearhead the customer complaint resolution process, ensuring timely and effective closure with relevant departments.
• Develop, coordinate, and facilitate brand experience training programs for frontline staff to bolster brand representation.
• Ensure that all contracted service level agreements are up-to-date and met for dealers, including all businesses under the company umbrella (Peddling, Peddlers, Exploration & Production, Auto Care,  etc.)
• Provide consistent, cordial, and exceptional customer service to all stakeholders of the business ensuring all legitimate needs are met and service level agreements are maintained.

PROFESSIONAL QUALIFICATIONS, EXPERIENCE & SKILLS

• BSc in Marketing, Business Management, Brand Management, Communications, or equivalent course of study.
• Minimum of five years of professional experience in brand management, customer service, or a similar role
• Proficient and computer literate particularly with MS Suite, and Canva.