Consumer Experience & Branding Leader

3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.

Job Description:

Key Responsibilities:

• Unified Strategy Leadership:​ Develop and execute an integrated Brand Experience (BX) strategy that aligns brand positioning, marketing communications, and end-to-end customer journey design.
• Brand Experience Governance:​ Establish and govern standards to ensure all customer-facing communications, processes, and interactions consistently reflect and reinforce our core brand values and promise. Own the Brand Experience playbook.
• Communication & Content Alignment:​ Oversee the integration of customer experience principles into all brand communication channels and content strategies (advertising, social media, PR, packaging, in-store). Ensure messaging is customer-centric and experience-aware.
• Performance & Impact Measurement:​ Define and monitor a holistic set of metrics measuring both brand health (awareness, consideration, equity)​ and customer experience (NPS, CSAT, retention). Analyze the correlation between the two to demonstrate business impact.
• Crisis & Reputation Management:​ Partner with Corporate Communications to develop frameworks for managing customer experience incidents that could impact brand reputation, ensuring timely and brand-aligned responses.

• Cross-functional Leadership:​ Act as the customer advocate and strategic partner to key functions (Portfolio, Sales, R&D, Supply Chain) to embed CX principles into processes, product development, and service delivery. Lead a cross-functional CX Council.
• Continuous Improvement:​ Identify critical pain points in the customer journey and lead root-cause analysis and improvement projects. Foster a culture of continuous experimentation and innovation.

Qualifications & Experience:

• 10+ years of combined leadership experience​ in Brand Management/Marketing Communications​ and Customer Experience/Strategy​ within a top-tier multinational consumer goods (FMCG/CPG) or premium retail company.
• Deep understanding of brand strategy, integrated marketing communications, media landscape, and digital engagement models.
• Proven expertise in customer journey design, VoC programs, and experience analytics.
• A rare blend of creative brand sensibility and rigorous operational/customer-centric discipline, with a track record of launching successful brand campaigns and improving core customer metrics.
• Strong financial and business acumen, with experience linking customer metrics to P&L drivers.
• Exceptional leadership, storytelling with data, and change management skills.

Requirement / Qualification:

• Language Proficiency:​ Fluent Business English is a mandatory requirement.

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