Customer Experience Manager
| Location | Johannesburg North, South Africa |
| Date Posted | October 13, 2020 |
| Category |
Customer Service
|
| Job Type |
Full-time
|
| Currency | ZAR |
Description
The Customer Experience Manager (CEM) will oversee customer experience across the organisation to ensure that every touchpoint along the customer journey is engaging, efficient, and effective, thereby optimising and fostering customer engagement.
Duties & Responsibilities
- To assume overall responsibility for the implementation and monitoring of the company’s customer experience strategy as directed by the CEO.
- To manage the annual customer service/experience plans, market research programmes and control the customer experience budget.
- Conceptualise, visualise, design and review optimal customer journey maps, working closely with the IT and operational teams.
- Oversee the rollout of technologies across customer channels, to enhance digital interaction, process improvement and reduction of turnaround times for product fulfilment.
- Experiment with new digital approaches for customer contact management and develop a roadmap for relevant scalable technologies with IT and business groups.
- Evaluate marketing and loyalty activities in terms of effectiveness and ROI, and identify quality improvements based on customer feedback and core performance measurements.
- Manage and co-ordinate the activities of the Customer Services areas to ensure that staff perform at their optimum in providing effective customer service to members and customers.
- Develop and maintain an excellent understanding of key customers and target audience to ensure that their needs are being met and their business retained
- Work closely with sales and marketing business units to manage the brand identity that differentiates products and aligns with customer preferences.
- Educate internal staff on customer experience concepts, value proposition, and processes, regularly assess how the organisation's divisions collaborate to deliver seamless customer service.
- To institute and execute a continuous improvement mindset as it relates to operations, quality, agility, etc.
- Any other related duties as required by the CEO from time to time.
Job Experience
- Proven experience in maturing an organisation technically, and a mindset of quality, agility and continuous improvement.
- Experience interpreting customer trends using the following metrics:
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
- Customer Churn Rate
- Customer Retention
- Proven track record in bringing and realising business value through digital platforms, technologies and concepts.
- Experience in the Agile development practices.
- Marketing, customer service and analysis of customer data.
- Expertise in analysing research and developing customer service/experience strategies in collaboration with clients and colleagues.
- Demonstrable experience in developing client focussed differentiated and achievable solutions.
- Proven experience and understanding of business processes.
- Expertise in relationship building and relationship management; prior experience in a heavily client-focused role is strongly preferred.
- Management of a diverse group of staff.
High Importance
- Presenting and Communicating Information
- Relating and Networking
- Following Instructions and Procedures
- Creating and Innovating
- Adapting and Responding to Change
- Achieving Personal Work Goals and Objectives
Moderate/Baseline Importance
- Entrepreneurial and Commercial Thinking
- Planning and Organising
- Leading and Supervising
- Learning and Researching
Desired Experience & Qualification
- A relevant B-Degree or equivalent qualification.