Head of Brand, Product Dev & Customer Experience

WishQue is a fast-growing e-commerce company operating across bakery, floral, gifting, and digital platforms. As part of our next phase of growth, we are looking for a strategic yet hands-on Head of Product, Brand & Customer Experience to drive product development, brand execution, and end-to-end customer experience.

Role Overview

The Head of Product, Brand & Customer Experience will be responsible for defining what we sell, how we present it, and how customers experience the brand across all touchpoints. This role combines product strategy, merchandising, brand leadership, digital marketing direction, and customer experience design.

The ideal candidate is both creative and commercial — comfortable with data, customer insights, and execution in a fast-moving environment.

Key Responsibilities

• Lead product strategy and merchandising, including new product development, pricing, bundles, and seasonal collections
• Own brand direction and storytelling across digital, social, campaigns, and in-store experiences
• Oversee digital marketing strategy, including performance marketing, content direction, CRM, and retention initiatives
• Define and continuously improve customer experience standards, including unboxing, gifting moments, and service journeys
• Use customer insights, feedback, and data to drive improvements in product and experience
• Work closely with Operations to ensure product launches and campaigns are operationally feasible
• Collaborate with Technology teams on website UX/UI, CRO, and digital experience improvements
• Support corporate and B2B initiatives, including gifting programs and partnerships
• Lead, mentor, and develop product, brand, and CX teams

Experience & Requirements

• 8–12 years of experience in product management, brand management, marketing, or customer experience within e-commerce, retail, FMCG, hospitality, or consumer-focused businesses
• Strong commercial understanding of product performance, margins, and customer behaviour
• Experience working with digital platforms, e-commerce websites, and performance marketing channels
• High level of digital and IT literacy, including:

• • Website CMS and e-commerce platforms

  • Strong understanding of digital advertising platforms, including Meta (Facebook & Instagram) Ads and Google Ads, with the ability to review performance, interpret data, and guide teams or agencies.
    Analytics tools and dashboards

  • CRM and retention systems
• Ability to balance creativity with data-driven decision making
• Strong leadership, communication, and cross-functional collaboration skills
• Hands-on mindset with the ability to operate in a fast-paced environment