Position Title: Customer Experience & Operations Lead

About US:

PNG Namba Wan Trophy Ltd (NWTL) a modern, multi-faceted company with extensive knowledge of the ever-evolving market of PNG. A company built on hard work, integrity, respect, and teamwork. We endeavor to provide quality service and products that are affordable and of an international standard. As our Mission Statement goes, we pledge to provide distinctive quality and an unparalleled customer service as we strive to gain the respect and trust of our customers, suppliers and partner vendors.

Job Vacancy: Customer Experience & Operations Lead
Company: NWTL
Location: Port Moresby, Papua New Guinea

Job Summary:

As the Customer Experience & Operations Lead, you will play a pivotal role in shaping and delivering exceptional customer experiences across all marketing touchpoints. Reporting to the Group Marketing Manager, you will oversee digital/creative interactions, implement CX improvements, and ensure operational excellence. This strategic leadership role requires a blend of customer-centric thinking, team management, and marketing operations expertise to drive brand consistency and efficiency.

Job Interactions:

This role interacts with both internal and external stakeholders. Internal stakeholders include Fone Haus, Trophy Haus and the larger Namba Wan Trophy Limited (NWTL) Group of Companies. External stakeholders include suppliers and printing agencies.

Key Responsibilities:

• Oversee all customer touchpoints (digital, print, social, advertising) to ensure a cohesive brand experience.
• Analyze customer feedback and data to identify CX improvement opportunities and implement actionable strategies.
• Ensure all marketing communications align with brand messaging and business objectives.
• Oversee the Customer Experience team (web, content, collateral, and CX functions).
• Foster a customer-first culture within the marketing team through training and collaboration.
• Act as deputy to the Group Marketing Manager, supporting strategic decisions and leadership.
• Track/report on CX and marketing performance metrics to optimize campaigns.
• Coordinate cross-functional projects to ensure deadlines and stakeholder alignment.
• Streamline marketing workflows to enhance efficiency and collaboration.
• Uphold brand consistency and quality across all digital and print materials.
• Partner with internal teams to deliver unified marketing services.

Requirements:

• 5+ years in marketing, CX, or operations, with 2+ years in team leadership.
• Bachelor’s degree or Diploma in Marketing, Business, Communications, or related field.
• Proven experience in digital marketing, UX principles, and customer journey mapping.
• Strong analytical skills to interpret data and drive improvements.
• Excellent project management and stakeholder management abilities.
• Experience managing websites, social media, and marketing collateral a plus.
• Ability to thrive in a fast-paced, multi-brand environment.

Application Process:

Interested candidates are invited to submit their application, including a detailed resume and a cover letter outlining their suitability for the role, to [email protected] by 11th July 2025.