Office location with Hybrid working: Hammersmith
The Head of Brand and Creative will be responsible for shaping and elevating our brand in the eyes of our customers, ensuring that every interaction they have with us reflects our purpose, values, and market positioning. They will lead the creation and implementation of a comprehensive Brand Strategy designed to strengthen customer perception, drive loyalty, and differentiate us in a competitive landscape. A core responsibility of the Head of Brand and Creative is to architect and continuously refine a seamless, consistent, and meaningful customer experience across all touchpoints—digital, physical, and interpersonal. By deeply understanding customer needs, behaviours and expectations, they will translate insights into brand‑led initiatives that enhance customer satisfaction and foster long‑term engagement. This Head of Brand and Creative will champion an inclusive and accessible brand identity that resonates with diverse customer groups, ensuring that our brand promise is not only clear but felt every day, in every experience.
What will you be doing?
- Develop and own the company’s Brand Strategy, ensuring it clearly articulates who we are, what we stand for, and how we differentiate.
- Build a compelling and consistent brand narrative that deeply resonates with customers and aligns with business strategy.
- Define the desired customer experience in line with the brand promise and ensure it is delivered consistently across all customer touchpoints.
- Partner with Product, Commercial, Sales, CS and Hypernet teams to translate brand strategy into tangible, customer‑facing actions and experiences.
- Define key brand health metrics (e.g., awareness, perception, NPS components, customer sentiment) and track performance regularly.
- Establish and maintain brand guidelines and governance frameworks to ensure consistency across teams, markets, and channels.
- Ensure that team members have KPIs that support the business and divisional goals and drive coaching, support and mentoring to ensure we have high performing team.
- Own and manage the brand budget, ensuring effective prioritisation and allocation of resources across brand, creative, and customer experience initiatives.
- Ensure all brand and customer communications comply with relevant legal, regulatory, and industry standards (e.g., advertising regulations, intellectual property laws, accessibility requirements).
What we are looking for?
- Extensive experience of leading full brand strategy development
- Managing brand architecture during rebranding, mergers & acquisitions and portfolio optimisation
- Managing multi‑country brand strategies
- Strong experience directing TVCs / video content, integrated brand campaigns, digital‑first campaigns, product launch campaigns
- Understanding of digital advertising, content strategy, social platforms
- Experience partnering with Executive and Group‑level stakeholders
- Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels.
- Ability to think strategically, provide practical solutions, and make sound decisions in complex and evolving product and customer journey environments.
Some of our key Benefits
- Global remote working for up to 2 weeks per year for those able to work remotely
- 25 days’ paid holiday increasing each year, up to a maximum of 35
- Extra days off for birthdays, moving homes, weddings/civil partnerships, and volunteering
- Private medical insurance provided by AXA Health
- Life assurance providing coverage of 4 times your base salary
- Partnership with the Kings Trust
- Our pension scheme matches your contributions up to 4%
- Retail offers—discounts from hundreds of recognisable brands
- Free Hyperoptic broadband if you live in a Hyperoptic area
- Enhanced pay for new parents
We are committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.
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