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Brand & Customer Experience Director

Brand & Customer Experience Director

LodhaRepublic Of India, IN
30+ days ago
Job description

Role : Lead B2B Brand & Marketing

Location : Mumbai

Job Profile

Lodha Group is building one of India's most diversified B2B / annuity portfolios across High Street Retail, Offices, Malls, Industrial & Warehousing, and Data Centers. This role is accountable for driving the brand and marketing strategy across these businesses, enabling revenue growth, enhancing market positioning, and strengthening long term brand equity. The annuity portfolio is expected to grown 5 fold over t he next few years and will generate an income of over 1500 Cr.

  • Industrial & Warehousing Presence across 3 cities (MMR, Chennai and Delhi NCR) with plans to enter 2 more cities soon. A portfolio spanning over 500 acres, housing global clients such as Skechers, DHL, DP World, Zomato, and more across manufacturing, 3PL, retail, and automobile sectors.
  • High Street Retail Presence across MMR and Pune with 4 locations, projected to reach 10+ locations by FY27. 7 lakh sq. ft. delivered and another 10 lakh sq. ft. under development / planning.
  • Mall Lodha Xperia Mall, the premier shopping and F&B destination in the Palava and Kalyan Dombivli region, housing 85+ brands.
  • Offices Multiple locations in MMR and Pune with 7 million sq. ft. delivered and 8+ million sq. ft. under development / planning.
  • Data Centers Signed an MoU with Maharashtra govt to invest Rs 30,000 crores (direct and indirect investment). Already signed multiple players for the Data Centre Park.

Beyond brand management, the person will also be responsible for the full funnel customer experience creating a cohesive narrative that positions Lodha as a leader in each sector while ensuring a seamless, high value experience for B2B clients, tenants, and end users. The role calls for a strategic vision with a hands.

Key Responsibilities

1. Brand & Business Strategy (Multi Sector B2B & B2C)

  • Develop and lead the overarching brand and marketing strategy for Lodha's B2B / annuity portfolio.
  • Develop a multi year brand roadmap with annual and quarterly execution plans aligned to business objectives.
  • Build differentiated brand positioning for each asset class while ensuring a unified Lodha brand identity.
  • Partner with business heads, leasing teams, and asset management to align brand initiatives with lead generation, tenant acquisition, and retention goals.

    • 2. Marketing Strategy

  • Manage the overall marketing budget for the annuity portfolio, ensuring optimal allocation and a strong ROI on all marketing activities.
  • Lead integrated marketing campaigns across digital, on ground, and experiential channels to engage both B2B and B2C audiences.
  • Identify new market opportunities and competitive differentiators for each business vertical, leveraging market intelligence and consumer insights to inform strategy.
  • Conceive and deliver high impact events, launches, and business forums that position Lodha as a market leader in each sector.

    • 3. Customer & Tenant Experience

  • Own the brand narrative across the customer journey for occupiers, tenants, partners, and investors.
  • Implement consistent experience frameworks across all touchpoints site visits, leasing interactions, onboarding, and ongoing engagement.
  • Introduce loyalty and advocacy programs to deepen relationships with long term tenants.
  • Establish a robust system for tracking and reporting on customer satisfaction (CSAT / NPS) scores, tenant feedback, and brand perception to drive continuous improvement.

    • 4. Team Leadership and Stakeholder management

  • Lead and mentor a team of brand and marketing professionals, fostering a culture of ownership, creativity, and data driven decision making.
  • Manage senior level stakeholders (Business Heads, Sales / Leasing, Strategy / Asset Management) and external partners (B2B events / forums, media agencies, PR firms).

    • Skills & Competencies :

  • Strategic Leadership : Proven ability to develop and execute complex, multi sector marketing strategies that deliver business results.
  • B2B Marketing Expertise : Deep understanding of B2B marketing principles, lead generation, and account based marketing (ABM).
  • Portfolio Management : Experience in managing and building multiple sub brands under a single corporate brand umbrella.
  • Cross Functional Acumen : Exceptional collaboration and influencing skills to work with diverse teams and senior leaders.
  • Analytical Mindset : Strong data analysis skills to measure performance, derive insights, and create strategy.
  • Communication & Storytelling : Excellent verbal and written communication skills with the ability to create compelling narratives for different business verticals.

    • Experience :

  • 9 to 15 years in senior brand / marketing leadership roles in Real Estate, B2B Product / Services, Retail, FMCG, FMCD, or allied sectors.
  • Mandatory experience in handling a portfolio of diverse businesses or brands.
  • Experience in both B2B and B2C brand and marketing is welcome;

    • retail experience is preferred.

  • Experience with retail businesses will be a plus.

    • Educational Qualification : MBA / PGDM Mandatory

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