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Director, Brand Strategy
BrandBest Buy

Role Summary:
The Director, Brand Strategy is a key leader within the Customer and Employee strategy team and is responsible for the development and democratization of the enterprise brand, channel, and customer strategy (e.g. Best Buy’s strategic target customer, shopper journey, moments of truth, channel objectives). Aimed at determining how the brand needs to come to life to live up to the customer expectations, drive brand love and ultimately deliver on Best Buy’s purpose of enriching lives through technology. The Brand Strategist is a creative problem solver and an impactful leader who must function collaboratively across teams and disciplines to influence without authority.

Key Responsibilities
1. Build out the critical elements of the enterprise brand strategy including determining the strategic target and best course of action, the brand value proposition at the highest level, the key strategic message, and what must be true in each channel to live up to brand promise.

2. Creates and continually evolves the customer shopper journey and moments of truth as customer’s needs and expectations change.

3. Integrates customer and employee strategy into a singular, easily digestible framework for the enterprise in partnership with the Employee Experience Strategist

4. Be the voice of the customer and employee in business, channel teams or key experiences spaces
  • As part of the brand develop customer and employee led strategies (e.g. membership) with marketing leaders and others by understanding what customers and employees want/need, what experience they expect, and how they want to feel when they interact with Best Buy
  • Lead with a digital first mindset to influence the strategic direction based on consumer behavior
  • Define key strategies related to bringing the brand to life, and help drive those through the enterprise helping others deliver on the strategy
  • Offer customer led perspective based on continual customer feedback loops and new insights and trends (e.g. CX industry, technology, consumer’s behavior)
5. Collaborate across the Customer Office to bring strategies to life
  • Understands Experience Design teams service offerings and navigates to secure resources based on needs
  • Work with a squad from the Customer Office inclusive of researchers and experience designers
  • Leverage insights from Customer Office partners to anticipate customer needs, motivations and expectations
  • Cross-functionally lead by learning from others, teaching HCD principles and, anticipating / addressing challenges, all while being viewed as a strong partner and collaborator
6. Develop Project Charters to engage with the Experience Design capability for experience design work as needed

  • 8+ years experience with a background in Brand Strategy, Marketing, Strategy, or Customer Experience
  • Demonstrated skills and experience in customer insights, business strategy and performance, technology trends, business transformation, or innovation
  • Proven ability in navigating internal and external landscapes, partnering with senior leaders, working cross-functionally in ambiguous environments, identifying business/customer/employee problems to be solved, crystallizing strategic thoughts, and facilitating large groups
  • Well established in ability to see how efforts connect to each other and the organization at-large (e.g. omni-channel experiences, enterprise frameworks)
  • Known for being human-first, empathetic, curious, inclusive, and collaborative
  • Experience in Human-Centered Design thinking
  • Experience in building and evolving brand strategies, brand architecture, strategies to bring brands to life, understanding and accelerating brand drivers, or working with creative partners
  • Experience in leading and developing people

Auto Req. ID784982BR
Employment CategoryUser Experience & Research
Job LevelDirector
Location Number952704-215-Cust Exp Strat
Address7601 Penn Avenue South


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