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VP, Brand Content CX

Bright Horizons Family Solutions

Bright Horizons Family Solutions

Newton, MA, USA
Posted on Sunday, June 9, 2024

The Vice President of Brand, Content, and Customer Experience will lead our efforts in shaping the perception of our brand, creating compelling content, and delivering exceptional customer experiences. This position will play a critical role in driving brand awareness, engagement, utilization and retention for the comprehensive suite of Bright Horizons services.

Bright Horizons is a leading education and care company, trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.


What you will be doing:

  • Develop and execute a holistic & compelling brand strategy that encompasses brand identity, messaging, content, and customer experience, in alignment with the company's mission and values. Helm the transformation to a unified brand identity across the Bright Horizons business and multiple lines of service.

  • Implement strategies to increase brand awareness and reach your target audience. This could involve advertising campaigns, content marketing, social media engagement, partnerships with relevant organizations, and participation in industry events.

  • Set the standard to deliver a seamless and positive brand experience at every customer touchpoint, from initial inquiry to ongoing support. This includes both offline interactions (such as in-person consultations or facility visits) and online experiences (such as website usability and customer service responsiveness)

  • Lead the creation of high-quality, engaging content to support the creation of a benefits category and influence companies, employees and consumers. Empower employees to be ambassadors for your brand by fostering a positive company culture and providing training and resources to help them communicate the brand message effectively.

  • Oversee the development and implementation of customer experience strategies and initiatives to enhance satisfaction, loyalty, and advocacy throughout the customer journey.

  • Leverage customer feedback, market research, and data analytics to identify insights, opportunities, and areas for improvement in brand perception, content effectiveness, and customer satisfaction.

  • Manage a team of creative design & copy professions, content creators & marketers, social marketers and customer experience specialists to maximize brand performance and foster a culture of innovation, collaboration, and excellence.

What we hope you will bring to this role:

  • Bachelor's degree in marketing, communications, business, or a related field - Required

  • MBA or advanced degree - Preferred.

  • 15+ years of experience in brand management, content marketing, customer experience, or a related role, with a proven track record of success in driving brand awareness, engagement, and customer satisfaction - Required

Additional Job Requirements:

  • Strong leadership skills and the ability to inspire and motivate a large, cross-functional teams to achieve common goals.

  • Strategic thinker with a customer-centric mindset and a passion for innovation and creativity.

  • Excellent communication and interpersonal skills, with the ability to effectively convey complex ideas and concepts to diverse audiences.

  • Experience in the education or healthcare industry is a plus, but not required.

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The range of compensation listed here or that may be discussed in the interview process is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.

Life at Bright Horizons:

Our home office employees support all facets of our business — and no matter which department you join, you’ll be part of a passionate team doing work that makes a difference in the lives of children and families.

Our people are the heart of our company. Because we’re as committed to our own employees as we are to the clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Here, you’ll find traditional perks (health insurance, 401(k), PTO, and flex spending) plus childcare discounts, education assistance, and so much more. Join us to experience how we support our people to realize their passion, possibilities, and purpose both at work and at home. All in a workplace where you can be you. Come build a brighter future with us.

HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?

Contact us at bhrecruit@brighthorizons.com or 855-877-6866

Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO – English and EEO – Spanish along with information on the Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.