Shape impactful consumer engagement and brand activation strategies as the Head of Customer Experience for travel retail. The role leads the strategy and execution of consumer engagement initiatives across global travel retail markets, with a focus on creating memorable consumer experiences, driving commercial performance, and building strong capabilities within the function. You will work closely with senior leaders and influence key business decisions to deliver integrated outcomes.
Develop and execute the consumer experience strategy across travel retail channels to drive brand engagement, shopper conversion, and commercial growth. Lead multi-category consumer activation plans for priority markets and high-value retail locations, leveraging consumer insights and data to enhance shopper experiences and improve business performance. Design and implement innovative retail experiences, campaigns, and activations across multiple touchpoints, creating activation toolkits, frameworks, and best practices to ensure consistent execution across markets, while identifying and testing new engagement approaches and experiential concepts.
Partner with brand, trade, category, and operations teams to deliver integrated marketing and retail activation initiatives, including exclusive channel activations, partnerships, and promotional programs. Monitor market performance, execution quality, and industry trends to optimize future activities, and oversee delivery by managing external agency partners and building strong cross-functional stakeholder relationships. The role is expected to suit a candidate with 10+ years of experience in consumer engagement, brand activation, or related commercial/marketing functions in consumer-facing environments, including proven strategic thinking, commercial acumen, strong stakeholder management and influencing skills, analytics capability, and demonstrated leadership experience building high-performing teams.