Head of Marketing and Customer Experience

Purpose

The Head of Marketing & Customer Experience will lead efforts to strengthen brand visibility, institutionalize customer insight programs, and enable commercial growth through disciplined marketing and CRM practices.

This role will serve as the Voice of the Customer, ensuring that marketing initiatives, customer feedback, and CRM data translate into actionable insights that support Sales, Business Development, and Service teams.

The role will work closely with leadership and Regional Otis teams to ensure alignment with global branding standards while advancing our market presence in the Philippines.

Key Responsibilities

1. Brand Leadership and Market Visibility

• Strengthen brand presence across priority market segments.
• Develop and execute B2B marketing initiatives that support project pipeline growth.
• Manage high-impact networking events and industry engagements with developers, consultants, and contractors.
• Ensure consistent application of corporate branding across all materials and communications.

2. Customer Experience & Voice of the Customer

• Institutionalize NPS and customer feedback programs.
• Ensure consistent survey execution, response analysis, and actionable follow-up.
• Identify customer experience trends and translate them into improvement initiatives.
• Present regular customer insights to management to guide strategic decisions.

3. Commercial Enablement

• Partner closely with Sales and Business Development to support pipeline development.
• Provide marketing tools, insights, and collateral that strengthen sales effectiveness.
• Develop targeted sector strategies to enhance engagement with key developers and decision-makers.

4. CRM & Commercial Intelligence

• Lead governance and discipline in CRM system.
• Ensure customer data integrity, contact completeness, and pipeline visibility.
• Generate market intelligence reports to support leadership decision-making.
• Drive adoption of CRM practices across commercial teams.

5. Digital Marketing and Brand Engagement

• Enhance digital presence through targeted online campaigns.
• Monitor and report key engagement metrics.
• Leverage digital channels to improve brand awareness and lead generation.

Qualifications

• 10–15 years of experience in B2B marketing, commercial enablement, or customer experience leadership.
• Experience in industrial, engineering, construction, or project-based businesses preferred.
• Demonstrated track record in developing marketing programs that support commercial growth.
• Strong understanding of CRM platforms and customer data governance.
• Experience managing customer experience programs (NPS or VOC frameworks).
• Ability to analyze market data and translate insights into strategy.
• Strong presentation and communication skills. working with regional or global headquarters on branding or marketing initiatives.
• Strong commercial mindset and understanding of sales dynamics.
• Ability to translate marketing initiatives into measurable business outcomes.
• High level of execution discipline and accountability.
• Ability to influence cross-functional teams without direct authority.
• Confidence in communicating insights and recommendations to senior management.