Brand Manager

About the Client

Our client is a well-established Sri Lankan company specializing in consumer electronics and home appliances. With over four decades of industry experience, the company represents leading global brands and is known for delivering reliable, high-quality products and exceptional customer service.

Job Overview

Our client is seeking a dynamic and results-driven Brand Manager to lead and strengthen brand presence while ensuring smooth service operations and an excellent customer experience. The ideal candidate will oversee service teams, implement operational standards, and develop effective marketing and brand strategies to enhance customer satisfaction and brand visibility. This role requires strong leadership, strategic thinking, and the ability to manage cross-functional teams in a fast-paced environment.

Key Responsibilities

• Oversee daily service operations to ensure the smooth functioning of the service center and workshops.
• Supervise, guide, and support service advisors, technicians, and workshop staff to maintain high performance and service quality.
• Ensure timely, efficient, and professional handling of customer service requests, complaints, and escalations.
• Implement and monitor standard operating procedures (SOPs) to maintain service quality, safety, and compliance with operational guidelines.
• Coordinate with technical teams to diagnose complex issues and ensure accurate and timely resolutions.
• Manage scheduling of repairs, preventive maintenance, and service campaigns to minimize customer downtime.
• Monitor service KPIs such as turnaround time, customer satisfaction, and repeat repairs, and implement improvement plans where necessary.
• Collaborate with the parts department to ensure the availability of spare parts and accessories.
• Train and develop staff on product knowledge, customer service, and technical updates.
• Work closely with senior management to develop after-sales strategies, warranty policies, and customer retention initiatives.
• Ensure proper documentation and reporting of service activities, audits, and compliance requirements.

Requirements

• Bachelor's degree or professional qualification in Sales, Marketing, or a related field from a recognized institution.
• 2–3 years of experience in marketing or brand management.
• Proven experience in creating and executing marketing campaigns.
• Experience managing cross-functional teams in a dynamic environment.
• Proficiency in digital marketing, market research, and data-driven decision-making.
• Excellent communication, negotiation, and analytical skills.
• Strong creative thinking skills with a passion for branding and consumer behavior.

Interested candidates may send their CV to jobs@mindplus.global