Customer Experience Manager
InspHired Recruitment
Johannesburg, South Africa, South Africa
5d ago

Our client is looking to employ a Customer Experience Manager.


Adapts and executes the touchpoint strategy in the go for the go to market plans that deliver a valorised 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.

Employee enhancement

  • Communicates expectations and objectives providing ongoing feedback, and addressing shortcomings.
  • Balances he workload, commitments and priorities of individuals vs the company when setting expectations and assigning work.
  • Monitors and ensures the efficient and appropriate use of resources, tools.
  • Uses individual as well as group goal setting to maximize performance.
  • Challenges rules or practices that present inappropriate barriers to independent action and decision-making.
  • Brings excellent performance to the attention of the larger organization.
  • Seeks resources that will enhance the team's productivity.
  • Develops and supports employees' career plans and learning opportunities.
  • Applies company policies and procedures in managing direct reports’ performance.
  • Coaches in different areas, identifying training and development needs to support professional growth.
  • Customer satisfaction

  • Responds to customer / internal partner needs in a timely, professional, helpful, manner, regardless of the attitude.
  • Shows customer / internal partner that their perspectives are valued.
  • Adapts to the different working styles, personalities and cultural backgrounds of the people they work with
  • Empowerment

  • Delegates authority to match responsibility, holding staff accountable for agreed upon commitments.
  • Supports staff in taking independent action, providing coaching along the way.
  • Delegates responsibility rather than taking charge or micro-managing when staff have the capability
  • Customer Experience Management :

  • Interprets the user journey to better understand and improve the customer experience with high quality digital engagements and touch
  • points 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
  • 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 inn 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
  • Roles Requirements :

  • Liaise with Digital Agency to create and execute Social Media Strategy in conjunction with relevant group approvals
  • Create an ecosystem which includes 360 view of external consumer touchpoints integrated into consumer journey ranging from website, grass root events, marketing automation and social.
  • Educational Qualifications :

    B.Com or Equivalent in Marketing, additional Digital Marketing qualifications or Honours will be advantageous.

    We need someone that has worked in a similar role and understands both B2C and B2B environment.

    Years Experience 3 to 5 years


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