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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.
Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.
Safety is a core value at 3M. All employees are expected to contribute to a strong Environmental Health and Safety (EHS) culture by following safety policies, identifying hazards, and engaging in continuous improvement.
Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.
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