Manager - Brand Awareness

Job Description

Key Responsibilities:

Brand Awareness & CX Positioning:
Develop and execute a CX brand awareness strategy aligned with our overall brand vision and business goals.
Establish the customer experience narrative, ensuring that our premium service and hospitality are well-communicated.
Collaborate with marketing, corporate communications, and product teams to embed CX storytelling into all customer-facing and internal campaigns.
Content & Storytelling:

Identify and develop impactful CX stories that highlight the our service excellence, innovation, and customer commitment.
Work with creative and content teams to produce engaging multimedia content, including articles, videos, infographics, and social media posts.
Leverage customer testimonials, employee experiences, and CX milestones to craft compelling narratives that build brand credibility.
Internal & External Communications:

Partner with corporate communications to ensure consistent CX messaging across all communication platforms, including press releases, media interactions, and stakeholder presentations.
Act as the CX brand ambassador, ensuring internal teams are well-informed and aligned with the brand’s customer experience goals.
Collaborate with HR and training teams to embed CX storytelling into employee engagement and learning programs.
Customer Insights & Competitive Analysis:

Monitor customer sentiment, reviews, and brand perception across digital channels, social media, and industry benchmarks.
Analyze competitor CX positioning and identify areas of differentiation for the airline.
CX Event & Community Engagement:

Lead and participate in CX-focused industry events, partnerships, and forums to enhance brand visibility.
Engage with influencers, aviation bloggers, and customer communities to drive organic brand advocacy.
Develop employee-led initiatives that foster a customer-centric culture and bring CX brand values to life.
Key Qualifications & Experience:

8+ years of experience in brand strategy, marketing communications, CX storytelling, or public relations, preferably in aviation, hospitality, or luxury services.
Strong understanding of customer experience principles and the role of branding in shaping customer perception.
Experience collaborating with marketing, PR, and digital teams to create unified brand messaging.
Strong analytical skills to measure brand awareness impact using key CX and marketing KPIs.
Excellent communication and storytelling skills with a flair for influencing stakeholders at all levels.
Passion for aviation and a customer-first mindset, with the ability to translate service excellence into brand strength.

"At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connections with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their – but not limited to - gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, differently-abled status, marital status, nationality, age, family status, and maternity status"