CUSTOMER EXPERIENCE MANAGER (CHE725)
R 80 000 to R 100 000 per month
The Customer Experience Manager (CEM) will oversee customer experience across the organization to ensure that every touchpoint along the customer journey is engaging, efficient, and effective, thereby optimizing and fostering customer engagement.
The CEM will design, and develop programmes and processes to facilitate the organisations understanding, analysis and optimization of customer experience in line with its strategic objectives.
Using relevant data and information, the CEM will gain insights from the customers unique perspective to augment the experiences customers have with the company, to ultimately increase customer satisfaction and loyalty.
Key focus will be placed on the digital environment and the incumbent will oversee and support the organisations digital platform experiences, which include its website / s, mobile applications and social media platforms.
A relevant B-Degree or equivalent qualification.
Proven experience in maturing an organization technically, and a mindset of quality, agility and continuous improvement.
Experience interpreting customer trends using the following metrics :
Net Promoter Score (NPS)
Customer Satisfaction (CSAT)
Customer Effort Score (CES)
Customer Churn Rate
Proven track record in bringing and realizing business value through digital platforms, technologies and concepts.
Experience in the Agile development practices.
Marketing, customer service and analysis of customer data.
Expertise in analyzing research and developing customer service / experience strategies in collaboration with clients and colleagues.
Demonstrable experience in developing client focused differentiated and achievable solutions.
Proven experience and understanding of business processes.
Expertise in relationship building and relationship management; prior experience in a heavily client-focused role is strongly preferred.
Management of a diverse group of staff.
Job Related Knowledge
Sound knowledge of customer loyalty management, customer relationship management and customer value management.
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
An awareness of current issues affecting the industry and its technologies.
Solid understanding of email technology platforms, web analytics, customer databases.
Excellent understanding of project and agile methodology, frameworks and best practices.
Knowledge of laws, legal codes, precedents, government regulations etc.
Project management methodology.
Advanced computer knowledge working with MS Office packages.
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership techniques and coordination of people and resources.
Knowledge of economic and accounting principles and practices, the financial markets and the analysis and reporting of financial data.
Knowledge of principles and procedures for recruitment, selection, training, compensation and benefits, labor relations.