Senior Consumer Experience Manager

Job title: Senior Consumer Experience Manager

Company: Reckitt Benckiser


Job description: We are ReckittHome to the world’s best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.​Marketing​At Reckitt, we believe that purpose-led brands, powered by distinctive storytelling and delivered through exceptional consumer experiences, create lasting impact. With household names like Dettol, Durex, Strepsils, Enfagrow, and Lysol, we serve millions across Southeast Asia. Today’s consumers move seamlessly between screens, formats, platforms, and channels-and we’re evolving how we show up to match.About the roleWe’re looking for a Senior Consumer Experience Manager to lead the end-to-end brand experience across Malaysia and Singapore, driving creative excellence and content capability across TV, digital, social, e-commerce, out-of-home, and retail. Based in Kuala Lumpur, this role is central to shaping how our brands tell stories-from a 45-second TV commercial to a 4-second TikTok-ensuring they are relevant, engaging, and built for how consumers consume media today.This is a highly collaborative role, working at the intersection of creative strategy, media, content, and commercial objectives-with the aim to maximize share of attention, engagement, and conversion across all touchpoints.Your responsibilities1. Lead Holistic Consumer Experience Strategy

• Champion an integrated approach to consumer experience-across TV, digital video, out-of-home, e-commerce platforms, social media, influencers, CRM, and in-store touchpoints
• Ensure all brand campaigns are connected across the journey, rooted in strong insights and adapted per channel to maximize impact
• Partner with brand and media teams to ensure creative strategy aligns with channel behaviors and attention spans

2. Build a Platform-First Content Capability

• Develop a content framework that supports brand storytelling across all key touchpoints-from hero TVCs to snackable digital assets (6s, 10s, 15s)
• Guide the adaptation of longer-form brand campaigns into platform-compatible, mobile-first, thumb-stopping formats
• Oversee the quality and consistency of brand content, including product imagery, e-commerce content, influencer toolkits, video, and static creatives

3. Elevate Creative Effectiveness

• Define best practices for creative effectiveness in today’s fragmented media environment
• Lead the briefing and evaluation of agencies, production partners, creators, and internal teams to ensure content is aligned with KPIs
• Use consumer feedback, campaign data, and creative diagnostics to optimize assets and inform future production

4. Drive Social & Influencer Brand Relevance

• Develop strategies to make brands more socially fluent, culturally relevant, and more visible in the influencer and creator economy
• Lead creative planning for social campaigns, branded content collaborations, and livestream formats that connect storytelling to commerce
• Collaborate with community, PR, and digital teams to maximize brand love and share of voice

5. Cross-Functional Leadership & Governance

• Act as the consumer experience gatekeeper, ensuring consistency in tone, look & feel, and storytelling across all formats and platforms
• Collaborate with media, brand, e-commerce, insights, and trade marketing teams to drive alignment on campaign delivery
• Develop playbooks, creative toolkits, and governance frameworks to scale best practices across brands and teams

The experience we’re looking for

• 7+ years’ experience in content strategy, integrated marketing, brand communications, or creative production (FMCG or agency background preferred)
• Strong knowledge of both traditional media (TV, OOH) and digital ecosystems (social, e-commerce, programmatic, influencers)
• Proven ability to develop and manage multi-format creative campaigns that drive results
• Strong creative judgment and understanding of how to turn insights into ideas and ideas into assets
• Skilled in agency briefing, stakeholder alignment, and project management across multiple teams and timelines
• Passion for consumer behavior, attention economics, and emerging storytelling formats

The skills for success

• Creative Efficiency: Volume and quality of platform-adapted assets delivered per campaign
• Attention Metrics: Viewability, video completion rate, average watch time across platforms
• Creative Performance: CTR, engagement rate, conversion rate, share of voice
• Asset-to-Market Speed: Brief-to-live turnaround time
• Consistency Score: Brand guideline adherence across touchpoints (audit-based or internally measured)
• Influencer & Social Campaign Impact: Reach, engagement, earned media value
• Content Utilization: % of assets repurposed across platforms and regions

What we offerWith inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt’s potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt’s pay for performance philosophy.EqualityWe recognise that in real life, great people don’t always ‘tick all the boxes’. That’s why we hire for potential as well as experience. Even if you don’t meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.

Expected salary:

Location: Kuala Lumpur

Job date: Sat, 19 Apr 2025 23:19:52 GMT

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