Brand & Customer Experience Strategist

About Cache Information Systems: Cache Information Systems is redefining how businesses experience IT and communications. As we expand into new markets and rebrand for the future, we are building a company that doesn’t just serve — we lead. Our clients expect professionalism, trust, and operational excellence, and we are evolving our brand and service delivery to meet and exceed those expectations. We’re seeking a Brand & Customer Experience Strategist who is ready to build from the ground up. This is not a role for someone looking to “get trained”—this is for someone who brings strategy, structure, and initiative, and can present with the professionalism expected at the executive level. Position Overview: This is a foundational role responsible for designing, launching, and scaling our reimagined brand and customer experience programs. You will be expected to come into this position with a developed point of view, relevant tools or frameworks, and a plan to execute. You will serve as an internal consultant and external representative, aligning the voice of the brand with how we communicate, operate, and deliver service. You will work directly with senior leadership and will be trusted to lead independently, influencing customer perception and internal performance from Day One. Key Responsibilities: Ground-Up Strategy & Execution • Build the brand and customer experience department from scratch — process, structure, and strategy. • Develop and implement core CX standards, scripts, service levels, and engagement workflows. • Establish key performance indicators (KPIs) and customer satisfaction benchmarks to track success. Brand Voice & Experience Alignment • Refine and maintain a unified brand voice across all platforms: website, marketing, onboarding, and support. • Lead the customer-facing rebranding effort—visually and experientially—with guidance from leadership. • Review and redesign customer communication templates (proposals, emails, follow-ups, welcome kits, etc.). CX Leadership & Representation • Represent the customer experience function to internal departments and executive leadership. • Present monthly experience reports, trend analyses, and recommendations for improvement to the C-suite. • Be the bridge between customer pain points and operational improvements. Customer Journey Optimization • Map and improve every stage of the customer lifecycle: sales → onboarding → support → renewal. • Launch and manage tools to collect customer feedback (NPS, surveys, reviews, etc.). • Use insights to develop practical, results-driven strategies for retention and reputation management. Cross-Functional Partnership • Train internal teams on new brand and CX standards. • Work with operations, billing, marketing, and tech support to ensure unified and consistent customer interactions. • Identify and fix service breakdowns—both people-based and process-based. Requirements: • , customer experience, or customer strategy role. • Proven ability to build programs, systems, or departments from the ground up. • Highly professional presentation, verbal, and written communication skills. • Confident in working with and reporting to executive leadership. • Familiar with CRM systems, CX tools, customer journey mapping, and customer feedback platforms. • Strategic thinker with tactical execution capability. • Self-starter mindset with little need for hand-holding — you come in ready to lead. • * Preferred Qualifications: * • Experience in telecom, IT, or B2B services. • Familiarity with branding guidelines, operational SOPs, and customer support metrics (CSAT, NPS). • Exposure to business process improvement or change management.Why Cache Information Systems? • You’ll lead the transformation of a growing tech firm with executive backing. • You’ll have room to create, experiment, and build something meaningful. • You’ll join a company serious about culture, brand trust, and operational discipline. • You’ll be part of a leadership-focused environment where your work speaks volumes. Job Type: Full-time Pay: $22.00 per hour Expected hours: 40 per week Benefits: • 401(k) matching Shift: • Morning shift Application Question(s): • Submit a short strategy proposal (1 page or slide) outlining how you would approach improving the brand and customer experience at a growing IT company. Show us how you think. Ability to Relocate: • Playa del Rey, CA 90296: Relocate before starting work (Required) Work Location: In person