Brand Strategy Manager (Brand Experience)

Be Unstoppable With Us! T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop!
The Brand Strategy team is part of the centralized Strategy & Decision Analytics team that drives business and marketing strategy across the enterprise. This is the team that sits at the heart of our organization - making complex, high-impact, high-visibility decisions. As our business (and our strategy team) expands, we are building our brand asset management muscle: we want multifaceted strategic brand thinkers comfortable talking about data, creative, and experience in the same breath.
As part of this team, you'll be a critical lead ensuring that our brand experience delivers against our brand promise and positioning across our entire portfolio. Bringing industry best practices, bold and innovative ideas, and a willingness to push boundaries will be key to transforming our brand. This is no small feat, requiring brand, business, and a degree of UX/product/retail expertise; someone who is comfortable assessing and crafting all aspects of our customer experiences and partnering with teams across the enterprise to innovate and positively shape a customer's full journey with us. It also requires someone who is willing to live our brand - trying out all our products and experiences, pressure testing every customer touch point across a complex portfolio of wireless, IoT, financial, and device offerings. You will report into the Sr. Manager, Brand Strategy and have influence across the organization.
We work in a highly ambiguous environment which isn't for everyone - it requires level-headed, structured thinking, and a relentless focus on customer needs to guide decision-making. You'll work on a team of high-performing, highly collaborative, multidisciplinary strategists who are motivated by doing great work with great people. Continued development and learning are priorities.
Job Responsibilities: Advocate for our brand goals and ultimate north star, elevating brand across the company
Lead the creation of a brand experience framework - a way of understanding the lived experiences of our brand across the portfolio, across all types of people and products, and across the consumer funnel. Highlight points of disconnect and opportunity from our brand and/or between experiences
Demonstrate mastery of how brand strategies can be leveraged to improve business performance, build trust, and enhance the customer experience by creating business impact, value, and understanding across the organization. This includes, but is not limited to, evaluating nomenclature, storytelling, brand architecture, and identity throughout the customer journey
Assess customer needs and opportunities through research and develop effective recommendations to impact business performance. Propose and lead this research (partnering with our research team and other channel teams), infusing insights back into the organization
Develop inspiring, imaginative, and grounded brand strategies and solutions that will improve the lives of our customers
Keep our team abreast of customer and industry experience insights to challenge our thinking and provide inspiration for our brand experience
Proactively identify opportunities to partner across the organization, looking at best-in-class organizational examples from other companies and industries. Provide thought leadership for how we can strategically leverage our brand to acquire, retain and deepen customer relationships through experience
Document and continuously maintain best practices, including processes and templates
Work flexibly and collaboratively with internal stakeholders including the creative brand team, channel teams across the org, customer care, customer journey teams, research team, retail, and agency partners
Contribute critical brand thinking to our team's foundational brand workstreams
Education: Bachelor's degree with a focus in marketing, brand, communications, or related field
Experience: 5-7 years + work experience
Passion and relentless focus on brand and improving the customer experience
Ability to inspire the organization towards the right outcomes for the brand, the business, and the customer through positive relationship building and outstanding ability to communicate, collaborate, and influence
Experience with brand management and collaborating with both creative and strategic teams
Solid perspective on brand strategy, brand management, and customer experience design. Ideally, experience working with global brands that have complex portfolios
Ability to analyze existing customer experiences in detail, recognize opportunities, and recommend brand experiences to improve them, resulting in positive business outcomes
Adept at thinking deeply and diagnosing problems that need to be solved, with the ability to unpack and clearly articulate the why, how, and expected outcomes
Demonstrated proficiency at creating strong narratives out of complex (often data-driven) information for different levels of stakeholders across the organization to guide decision-making toward strategic outcomes
Eager to learn - hungry to grow, with an open mindset and innate curiosity
Self-motivated work ethic, with a positive outlook
Washington Pay Range: $110,900-$150,000
The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range.
At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant. For information about T-Mobile's amazing benefits, check out https://careers.t-mobile.com/culture-and-benefits/
At least 18 years of age
Legally authorized to work in the United States
Travel Required (Yes/No): Yes
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No