Customer Experience & Brand Manager (Full-Time)

Location: Accra, Ghana
Company: WhiteCap Management Limited
Application Deadline: 17 July 2026

About WhiteCap Management Limited

WhiteCap Management Limited is a dynamic and innovative organization committed to delivering exceptional customer experiences, building trusted brands, and driving operational excellence. Through customer-centric solutions, strategic communication, and continuous innovation, we strive to create lasting value for our customers, stakeholders, and communities.

We are seeking an experienced and visionary Customer Experience & Brand Manager to lead our customer service, brand management, communications, and stakeholder engagement functions. This is a strategic leadership role that will drive customer satisfaction, strengthen brand reputation, and support sustainable business growth.

Position Summary

The Customer Experience & Brand Manager will be responsible for developing and executing strategies that enhance customer experience, strengthen brand positioning, improve service delivery, and drive stakeholder engagement. The successful candidate will oversee customer service operations, corporate communications, brand development initiatives, and digital engagement while ensuring consistent delivery of the company’s values and service standards.

Key Responsibilities

Customer Experience Management

• Lead and oversee customer experience strategies across all customer touchpoints.
• Manage call center operations and customer service functions to ensure exceptional service delivery.
• Supervise and support Customer Experience Supervisors and customer support teams.
• Resolve complex customer complaints, service issues, and escalations in a professional and timely manner.
• Develop and implement initiatives that improve customer satisfaction, loyalty, and retention.
• Monitor customer feedback and implement corrective actions to address service gaps and enhance customer experiences.
• Promote a customer-centric culture throughout the organization.

Performance Monitoring & Service Quality

• Establish, monitor, and evaluate customer service performance metrics and key performance indicators (KPIs).
• Analyze call center performance, response times, complaint resolution rates, and customer satisfaction scores.
• Identify service improvement opportunities and implement continuous improvement initiatives.
• Prepare management reports and provide recommendations to enhance operational efficiency and service quality.
• Drive accountability and performance excellence across customer-facing teams.

Brand Management & Corporate Communications

• Develop and implement brand strategies that strengthen market positioning and organizational reputation.
• Manage corporate communications and public messaging across all channels.
• Ensure consistency in brand identity, messaging, and visual representation across internal and external platforms.
• Lead initiatives that enhance brand awareness, visibility, and stakeholder perception.
• Protect and strengthen the company’s reputation through effective communication and stakeholder engagement strategies.
• Oversee the development of communication materials, campaigns, and corporate announcements.

Digital Marketing & Social Media Management

• Lead the company’s social media and digital engagement strategies.
• Develop and oversee content campaigns that increase brand awareness, customer engagement, and online visibility.
• Monitor digital channels and manage online brand reputation.
• Analyze digital marketing performance and recommend improvements to maximize reach and engagement.
• Ensure all digital communications align with the company’s brand standards and business objectives.

Market Intelligence & Competitive Analysis

• Conduct market research and competitive analysis to identify industry trends, customer preferences, and growth opportunities.
• Develop strategies that differentiate the company from competitors and strengthen market positioning.
• Provide data-driven insights and recommendations to support customer acquisition and business development initiatives.
• Monitor emerging trends and recommend innovative approaches to enhance customer and brand experiences.

Stakeholder & Customer Communication

• Coordinate customer communications across all company channels.
• Develop customer engagement programs that strengthen trust, loyalty, and long-term relationships.
• Ensure communication standards remain consistent and aligned with organizational objectives.
• Build and maintain strong relationships with customers, partners, regulators, and other key stakeholders.
• Represent the company professionally in customer and stakeholder engagements when required.

Qualifications

Educational Requirements

• Bachelor’s Degree in:
  • Business Administration
  • Communications
  • Marketing
  • Public Relations
  • Customer Experience Management
  • Or a related field
• A Master’s Degree in Business Administration, Marketing, Communications, Customer Experience Management, or a related discipline will be an added advantage.

Professional Experience

• Minimum of ten (10) years of professional experience.
• At least three (3) years of experience in a managerial or leadership role within:
  • Customer Experience Management
  • Communications
  • Marketing
  • Service Management
  • Brand Management
• Proven experience leading customer service, communications, marketing, or brand management functions.
• Demonstrated success in developing and implementing customer experience and brand strategies.

Leadership Competencies

• Strong leadership and team management capabilities.
• Proven ability to lead and develop high-performing customer service and communications teams.
• Ability to drive organizational performance and customer-focused initiatives.
• Strong strategic planning and execution skills.
• Ability to influence stakeholders and manage cross-functional collaboration.

Technical Competencies

• Customer Experience Management.
• Brand Strategy and Brand Development.
• Corporate Communications and Public Relations.
• Social Media Management and Digital Engagement.
• Customer Service Operations.
• Stakeholder Relationship Management.
• Performance Analytics and Reporting.
• Market Research and Competitive Analysis.

Behavioral Competencies

• Excellent communication and interpersonal skills.
• Strong relationship-building and stakeholder management abilities.
• Ability to handle customer complaints and sensitive issues professionally and effectively.
• Strong problem-solving and decision-making skills.
• High level of professionalism, integrity, and emotional intelligence.
• Strategic mindset with a focus on innovation and continuous improvement.
• Strong organizational and project management skills.

Key Performance Indicators (KPIs)

Performance in this role will be measured against:

• Customer Satisfaction (CSAT) scores.
• Customer retention and loyalty rates.
• Call center and customer service performance metrics.
• Brand awareness and market visibility indicators.
• Social media engagement and digital reach.
• Complaint resolution effectiveness and response times.
• Service quality and operational efficiency.
• Corporate reputation and stakeholder perception.
• Team performance, engagement, and development.
• Achievement of marketing, communication, and customer experience objectives.

What We Offer

• Opportunity to lead customer experience and brand strategy within a growing and innovative organization.
• Strategic leadership role with significant impact on customer satisfaction and business growth.
• Professional development and executive career growth opportunities.
• Collaborative, performance-driven, and customer-focused work environment.
• Competitive remuneration package aligned with qualifications and experience.

How to Apply

Apply online by clicking on the application button.