Customer Experience Manager
Rewardsco (Pty) Ltd
Gauteng, South Africa
5d ago
source : findojobs-za

Rewardsco has an exciting opportunity for a skilledCustomer Experience Managerwith a strong business acumen and Project Management experience to join the Customer Experience Department.

The Customer Experience Manager will be responsible for assisting the Head of Customer Experience to develop the Customer Strategy and tailor services where appropriate to improve the Customer Journey.

They require strong Project Management Skills and experience as they will be required to Project Manage all CX projects and the implementation and execution of CX projects and strategies.

The incumbent will work with the entire Customer Structure to provide innovative solutions, processes and strategies to alleviate customer pain points and operational inefficiencies.

The Customer Experience Manager will 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.

Key Accountabilities : 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 manage all Customer Experience Projects : 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 Specific Skills Required : 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 Technical Knowledge : Bachelor’s degree or three-year diploma in project management, marketing, customer services, business analysis, business administration or related field At least3 years’ experience in a Marketing, Digital marketingorBrand Managementpost Strong understanding ofcustomer journey mappingandproven project management experiencewithin thecustomer 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 Please note that only candidates who meet the requirements above will be contacted.

All Rewardsco COVID protocols must be observed when arriving for Assessments including mask wearing no mask means no entry. T's and C's Apply

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