Customer Experience Manager (AA)

SUMMARY:
Adapts and executes the touchpoint strategy for the go to market plans that delivers a consumer experience through a 360 approach of critical touch points in the customer journey resulting in stronger bonds with Customer/End users for the Brand and offers.

POSITION INFO:

Customer Experience Manager (AA)

Area: Kempton Park

Package: Basic Salary R54000 plus medical aid, provident fund, 13^th cheque, performance bonus

Mission: Adapts and executes the touchpoint strategy for the go to market plans that delivers a consumer experience through a 360 approach of critical touch points in the customer journey resulting in stronger bonds with Customer/End users for the Brand and offers.

Duties:

Customer Experience Management:

Interprets the user journey to better understand and improve the customer experience with high quality digital engagements and touchpoints that move consumers down the funnel to increase conversions.

• Leads the development of appropriate customer feedback management capabilities and practices.

• Assesses customer experience measurement practices to understand the current state and identifies opportunities for improvement.

• Establishes region-wide alignment on best practices for cultivating a dynamic customer experience.

• Leverages customer insights to anticipate needs and obstacles within the path to purchase, and designing strategies to target the obstacles.

• Uses experiential design principles to resolve gaps in the total customer experience.

• Partners with sales to fully integrate all customer touchpoints within the customer experience.

• Develop and Manage the Region integrated communication strategy that is aligned with the corporate direction

• Allocate and control budget within scope of an integrated strategy

• Within the region, manages the CEM team to align with overall CEM Business Line strategy

CRM

• Develop the region CRM strategies, goals and benchmarks.

• Reviews existing CRM implementation and identifies opportunities for improvement.

• Explores and addresses the unidentified, underlying and long-term customer needs and concerns.

• Provides support and counsel to business functions who are incorporating customer experience strategies into CRM business processes.

• Educates internal staff on customer experience concepts, value proposition, and processes.

• Serves as customer advocate with senior management; ensures that customer research findings are understood, tracked and acted upon.

Content Marketing

• Identifies key opportunities to create new content and functionality on e-commerce site while improving existing website content and functionality to grow conversion rates and create a better user experience.

• Works closely with the digital team (internal and external) to ensure that new site development aligns with content management needs and roadmaps.

Multi-channel marketing

• Drives alignment of multi-channel marketing budget with key business initiatives and multi-channel needs.

• Establishes the region’s framework for the planning and implementation process for a multi-channel strategy.

Marketing Planning

• Benchmarks marketing communication with other organizations in their region.

• Collaborates with brand and market research teams to develop optimized customer journey.

• Monitors performance measurements to ensure brand is tracking against goals, and recommends and implements corrective actions.

• Briefs internal/external resource groups to design marketing communication

Digital Marketing:

• Manages the digital marketing creative development process in partnership with the CEM team to ensure creative is consistently optimized and consistent with brand, marketing objectives, and strategies.

Strategic eCommerce

• Describes key performance indicators and their importance to manage marketing performance across digital commerce platforms and communicate results/value to leadership team.

• Describes key digital commerce strategies e.g., B2B vs. B2C, e-Tailing, auctions, portals, classified, local SEO, NFC, mobile payments, etc.

User Experience

• Defines usability testing to evaluate the experiential world of the customer.

• Defines the concept of key consumer groups based on their value-add to the organization.

• Locates key touchpoints within the customer journey map.

• Defines the five steps of design thinking used to resolve design problems

Requirements and experience

• Matric
• Relevant degree
• Minimum of 5 years’ experience
• Content Marketing
• Customer Experience Management – B2B
• Customer Relationship Management
• Decision Making
• Strong Communication skills
• Initiative
• Integrated Marketing Communications
• Managing Conflicts
• Marketing Planning
• Multi-Channel Marketing
• User Experience Design
• Event Management

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