Brand, Communications & Customer Lifecycle Manager

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 opportunity 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!