Branch Overview Branch delivers world-class financial services to the mobile generation With offices in San Francisco Lagos Mexico City Mumbai and Nairobi Branch is a for-profit socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets We believe that everyone everywhere deserves fair financial access The rapid spread of smartphones presents an chance for the world s emerging middle class to access banking options and achieve financial flexibility Branch s mission-driven team is led by founder and former CEO of Kiva org The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets Most recently Branch announced its Series C and has garnered more than 100M in funding with investments from leading Silicon Valley firms Job Overview We are seeking a Brand Communications Customer Lifecycle Manager to lead Brand Online Reputation Management ORM Social Media public communications and Lifecycle Communication for Branch International This role is critical in building trust in a regulated fintech environment - owning the brand narrative safeguarding reputation and driving consistent compliant communication across the customer lifecycle You will partner closely with internal teams and external agencies balancing long-term brand equity with short-term business priorities Responsibilities Brand Positioning Own brand messaging tone of voice and positioning platforms ensuring consistency across social PR and lifecycle communication Customer Lifecycle Management Lead end-to-end lifecycle journeys onboarding engagement retention reactivation across push in-app email SMS and WhatsApp AI calling tele-calling assist optimize using engagement and retention metrics Online Reputation Management Manage ORM across app stores review platforms and social channels monitor sentiment handle escalations and lead crisis response Social Media Drive social media strategy and execution focused on brand building trust and product education track reach engagement and sentiment Public Relations Own PR strategy with agencies manage media relationships press releases leadership profiling and crisis communication Insights Reporting Track brand health and lifecycle KPIs present clear data-backed insights to senior leadership Cross-functional Agency Management Partner with Product Growth Risk Legal and CX teams manage agencies with clear KPIs and accountability Qualifications Education MBA in Marketing Communications preferred or equivalent experience Experience 5 years in Brand PR Social Media ORM or Lifecycle Marketing roles preferably in Fintech BFSI or regulated digital businesses Strong data-driven skills with an emphasis on KPIs metrics and deliverables Skills Strong understanding of fintech branding reputation management and compliance-led communication Hands-on experience with lifecycle tools MoEngage and Locobuzz experience is a strong plus Experience with multi-channel journeys and social listening ORM tools Strong writing design stakeholder management and decision-making skills Benefits of Joining Mission-driven fast-paced and entrepreneurial environment Competitive salary and equity package A collaborative and flat company culture Remote first with the option to work in-person occasionally Fully-paid Group Medical Insurance and Personal Accidental Insurance Unlimited paid time off including personal leave bereavement leave sick leave Fully paid parental leave - 6 months maternity leave and 3 months paternity leave Monthly WFH stipend alongside a one time home office set-up budget 500 Annual professional development budget Discretionary trips to our offices across the globe with global travel medical insurance Team meals and social events- Virtual and In-person Branch International is an Equal Opportunity Employer The company does not and will not discriminate in employment on any basis prohibited by applicable law We re looking for more than just qualifications so if you re unsure that you meet the criteria please do not hesitate to apply Powered by JazzHR