Customer Experience & Brand Manager – WhiteCap Management Limited

Customer Service & Call Center
Accra
June 25, 2026
Full Time
Urgent

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Job Description

WhiteCap is an electric mobility and renewable energy company driving the electrification of transportation through electric vehicles and battery-swapping infrastructure.

Position Summary

WhiteCap Management Limited is seeking a highly experienced and strategic Customer Experience & Brand Manager to lead customer service excellence, brand development, corporate communications, and customer engagement initiatives.

The successful candidate will oversee customer experience operations, manage the customer service team, strengthen brand visibility, enhance customer satisfaction, and ensure consistent brand messaging across all communication channels. This role requires a strong leader with expertise in customer experience management, marketing communications, branding, and stakeholder engagement.

Key Responsibilities

Customer Experience Management

  • Oversee the company’s call center operations and customer service functions.
  • Supervise and support customer service supervisors and customer support teams.
  • Handle stakeholder inquiries, customer complaints, service requests, and escalations.
  • Ensure high levels of customer satisfaction and service excellence.
  • Develop and implement strategies to improve customer experience and retention.
  • Monitor customer feedback and implement corrective actions where necessary.

Performance Monitoring & Service Quality

  • Track and analyze customer service performance metrics and KPIs.
  • Monitor call center efficiency, response times, resolution rates, and customer satisfaction scores.
  • Identify service gaps and implement continuous improvement initiatives.
  • Prepare performance reports and recommendations for management.

Brand Management & Corporate Communications

  • Manage corporate communications and public messaging activities.
  • Develop and maintain a strong and consistent corporate brand identity.
  • Ensure brand consistency across all internal and external communication platforms.
  • Oversee brand positioning strategies and market visibility initiatives.
  • Protect and enhance the company’s reputation through effective communication practices.

Digital Marketing & Social Media Management

  • Manage the company’s social media communication and engagement strategies.
  • Develop content and campaigns that strengthen customer engagement and brand awareness.
  • Monitor online brand reputation and customer interactions across digital platforms.
  • Analyze digital performance metrics and recommend improvements.

Market Intelligence & Competitive Analysis

  • Conduct market and competitive research to identify industry trends and opportunities.
  • Lead initiatives aimed at differentiating the company from competitors.
  • Provide insights and recommendations to support business growth and customer acquisition strategies.

Stakeholder & Customer Communication

  • Coordinate customer communications across all company channels.
  • Ensure consistent messaging and communication standards.
  • Develop customer engagement initiatives that strengthen loyalty and trust.
  • Build and maintain strong relationships with key stakeholders and partners.

Skills and Qualifications

Educational Requirements

  • Bachelor’s Degree in:
    • Business Administration
    • Communications
    • Marketing
    • Public Relations
    • Customer Experience Management
    • Or a related field
  • A Master’s Degree is an added advantage.

Professional Experience

  • Minimum of 10 years of professional experience.
  • At least 3 years in a managerial or leadership role within:
    • Customer Experience
    • Communications
    • Marketing
    • Service Management
    • Brand Management

Leadership Competencies

  • Strong leadership and team management skills.
  • Proven ability to lead customer service and communications teams.
  • Ability to drive organizational performance and customer-focused initiatives.

Technical Competencies

  • Customer Experience Management.
  • Brand Strategy and Brand Development.
  • Corporate Communications.
  • Social Media Management.
  • Customer Service Operations.
  • Stakeholder Engagement.
  • Performance Analytics and Reporting.

Behavioral Competencies

  • Excellent communication and interpersonal skills.
  • Strong relationship management abilities.
  • Ability to manage customer complaints professionally and effectively.
  • Strong problem-solving and decision-making skills.
  • High level of professionalism and emotional intelligence.
  • Strategic thinking and innovation mindset.

Key Performance Indicators (KPIs)

The Customer Experience & Brand Manager will be evaluated based on:

  • Customer Satisfaction (CSAT) scores.
  • Customer retention and loyalty rates.
  • Call center performance metrics.
  • Brand awareness and market visibility.
  • Social media engagement and digital reach.
  • Complaint resolution effectiveness.
  • Service quality and operational efficiency.
  • Corporate reputation management.
  • Team performance and employee engagement.
  • Achievement of marketing and communication objectives.

Why Join WhiteCap?

  • Opportunity to contribute to Ghana’s transition to clean energy and sustainable transportation.
  • Work with an innovative and fast-growing organization in the electric mobility sector.
  • Lead customer experience and brand strategy for a company shaping the future of transportation.
  • Competitive career growth and leadership development opportunities.
  • Be part of a mission-driven team creating sustainable impact.

Application Information

Application Deadline: 17th July, 2026

Interested candidates should submit their CV and Cover Letter to: office@whitecapmgt.com

Please Note: Only shortlisted candidates will be contacted.

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