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.
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.
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
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
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.
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.
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.
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