Customer Experience Manager – Sandton, – iS0W7Y7W9

at iSanqa
Location Sandton, South Africa
Date Posted January 9, 2023
Category Customer Service
Job Type Full-time
Currency ZAR

Description

Our clients is  looking for an exceptional individual to join their team as the Head of Customer Experience to enrich our customer experience journey by improving the experiences customers have with our bouquet of products and services

 

POSITION: permanent

COMMENCEMENT: As soon as possible

DEPARTMENT : Marketing

 

 

 

Duties & Responsibilities

  • Agility to connect commercial needs and technical solutions
  • Design and implement the Customer Experience Strategy and business plan into a roadmap for Customer Experience that competes with the best
  • Assist in the identification of challenges and foresee future requirements of the customer’s journey and proactively act on the implications thereof
  • Enhance all aspects of the Customer Experience journey to ensure consistency of engagement across business units
  • Deliver key initiatives to drive preferred customer segment growth, thereby define milestones into the customer journey and deliver accordingly
  • Loyalty program implementation
  • Focus on the right ‘commercial package’ for the preferred customers, including value proposition definition across the different segments (attached and unattached)
  • Ensure strategy supports preferred customers and customers experience at 360 degrees, from service to plan implementation
  • Work multifunctional to get feedback and support to implement preferred customers plans (from sales and marketing teams)
  • Look for B2C alternative opportunities
  • Act as a mentor and resource for the team when building customer relationships and strategies
  • Driving the defined Customer Experience strategy within the team
  • Availability and ability to participate in key customer meetings, particularly for issue escalation and retention activities.
  • Ability to coach and mentor Digital Planet towards improving their skills to customer experience.
  • Create alignment of the people framework to support the Customer Experience delivery
  • Increase preferred customers trial, loyalty and increase the current basket size
  • innovative and forward-thinking, but approachable and flexible within a highly dynamic environment to be able to cope with multiple activities and projects at the same time.
  • use of three disciplines to improve customer experiences: 1. customer loyalty management, 2. customer relationship management 3. and customer value management.

Desired Experience & Qualification

  • Bcom Honours or higher in relevant field 
  • Strong understanding of Telco/ eCommerce operations
  • The ideal candidate should have 7 to 10 years of marketing and customer strategy, or trade marketing experience, managing direct-to-consumer programs including CRM, loyalty customer programs, customer promotions, and any other relevant experience driving customer lifetime value in both digital and traditional areas.
  • Experience in building co-marketing partnership plans will be advantageous
  • Multifunctional experience within marketing and sales to ensure rollout plan adoption and plan integration
  • Proficient with PowerPoint, Excel, Word, and MS Project

 

 

**Comprehensive responsibilities will be discussed with short-listed candidates who meet with the required criteria for this position.

 

Valid SA Driver’s license required and clean criminal / credit record.

 

SKILLS REQUIRED

 

  • Team Player
  • Integrity and Trust
  • Communication
  • Customer Service
  • Problem solver
  • Organisational skills
  • Accountability

 

Currently applications for the advertised position will only be considered from applicants who have been at least partially vaccinated against Covid-19 by the time of their appointment with an understanding that full vaccination will be achieved.

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