Customer Experience Manager

Customer Experience Manager

Marketing ~ Management
KZN

Customer Experience Manager – Durban
 
We are looking for a dynamic, innovative Customer Experience Manager with strong business acumen and Project Management experience.
 
The Customer Experience Manager will be assisting with the development of the Customer Strategy and tailor services where appropriate to improve the Customer Journey.
 
The ideal candidate will:
  • Have strong Project Management Skills to implement and execute CX projects and strategies.
  • Provide innovative solutions, processes and strategies to alleviate customer pain points and operational inefficiencies.
  • Play a pivotal role in defining Communication Journeys, creating Customer Journey Mapping, documentation of internal processes, ensure that there is consistent messaging across all customer touchpoints, and the formulation and assistance with Customer Surveys.
 
Essential Requirements
    • Bachelor’s degree or three-year diploma in project management, marketing, customer services, business analysis, business administration or related field
    • At least 3 years’ experience in a Marketing, Digital marketing, or Brand Management post
    • Strong understanding of customer journey mapping and proven project management experience within the customer service space for both traditional and digital channels
    • Ability to stakeholder manage both internally and externally
    • Must have a solid understanding of the Telecommunication and financial services sectors
    • Agency experience is beneficial
 
Responsibilities
    • Assist the Head of Customer Experience to develop the Customer Experience and Communication Strategy and tailor services where appropriate to improve the customer journey:
    • Align and collaborate on Customer Experience Strategies which drive Business Objectives
    • Look for opportunities and evaluate potential gaps in the communication strategy and ensure consistent messaging across all customer touch points.
    • Work with the entire Customer Structure to provide innovative solutions, processes and strategies to alleviate customer pain points and drive operational efficiencies.
    • Analysis, testing and reporting
 
Project management:
    • Be responsible for the Project Management, implementation, and post live analysis for all CX projects and initiatives.
    • Ensure that projects are delivered on time and within scope
    • Help with the identification of new technologies which will enhance the customer experience
    • Formulate Customer Surveys with the assistance of the Insights Analyst
    • Assist in driving Online Reputation Management and Strategy
    • Produce reports and present information to staff and managers
 
Key Attributes
    • Customer service for both traditional and digital channels
    • Ability to stakeholder manage both internally and externally
    • Customer Journey mapping and Omnichannel understanding
    • Excellent Project Management, Planning and organizational skills
    • Critical thinking and problem-solving skills
    • Deadline-oriented and output driven
    • Curious, adaptable, and strategic
    • Innovative and creative thinker 
    • Must be a customer advocate