Project Manager: Customer Experience Management

Requirements:

• Minimum B-degree in Research Psychology/ Marketing or related qualificatio
• Post graduate business management qualification would be an added advantage. SAMRA Membership added advantage.
• Minimum of five (5) to eight (8) years working experience in markets and consumer analysis in order to provide insights for strategic brand decision making
• Data management/analysis experience.
• Experience of working in a Customer Experience and or consulting environment; especially Marketing Research Consulting would be an added advantage.
• Expertise and proven experience in full suite Marketing Research disciplines and methodologies (Qualitative and Quantitative) as well as related disciplines including but not limited to advanced statistics

Duties but not limited to:

• To support the Product Lead in meeting strategic business needs with specific reference to improving the effectiveness and efficiency of the CEM Product.
• Grow the CEM product by being an expert on Customer Experience (CX) dynamics, opportunity seizing, unmet needs and competitive insights for clients.
• Gathers, analyse data and perform market research to craft compelling and insightful stories that will help CEM clients to understand customer needs, satisfaction, market landscape and competitive intelligence by utilising the Consulta CEM models and methodologies.
• Select, configure and implement analytics solutions through the CEM model in collaboration with relevant teams and expertise.
• In Collaboration with the Project Management team, devise detailed project plans; execute project administrative and operational duties throughout a project cycle; support the discussion & prepare for post project reviews internally & externally after a project has been completed in order to improve efficiency & effectiveness throughout the project cycle where possible.
• In Collaboration with the Research and Data Collection Team, prepare and design the research questionnaire and manage the fieldwork (training documents, ACE documents, using relevant systems, sample completion stats, ensuring the statistics is within the planned budget, receive call recordings if applicable, focus group moderation and note taking when and if applicable).
• In Collaboration with the Community Team, ensure participation engagement (invitations & reminders created, all communication created to participants such as social media posts, portal posts, feedback mailers, member queries and helpdesk support).
• Extract reports from multiple ICT sources for the analysis of data, reporting of deliverables and contribute to in-depth insights gathering and recommendations to transform data into actionable business insights.
• Follow systems and processes that are in place in the handling of data with integrity and in accordance with the relevant Acts and regulations.