A prominent financial services company situated in Cape Town, South Africa is in need of a Customer Experience and Journey Manager to create, develop, execute, and enhance customer encounters across various brands and contact points.
In this pivotal role, the Customer Experience and Journey Manager will spearhead efforts to enhance the customer experience by translating the corporate strategy into actionable customer journey strategies. The role will involve analysing customer life cycles, identifying key pain points, and implementing customer-centric improvements for non-remittance products across all brands, particularly focusing on the brand.
You will collaborate with cross-functional teams, including marketing, sales, product, and customer service, to ensure a seamless and consistent experience. Leadership is a key component, with responsibilities including managing projects aimed at improving customer engagement and driving continuous improvement. Success in this role is defined by the ability to foster a customer-centric culture, enhance customer satisfaction, and leverage data to prioritize initiatives.
Key qualifications for the Customer Experience and Journey Manager: Bachelor's degree in Marketing/IMM or Business Management1-3 years of experience in a senior Marketing or CRM roleKnowledge of UX/UI principles, journey mapping tools, and customer relationship management processesExperience in data analysis, market research, and trend analysis (preferred)Key duties for the Customer Experience and Journey Manager include but are not limited to: Develop detailed customer journey maps across all stages and touchpointsAnalyse customer interactions, identifying areas for improvement and innovationImplement strategies to enhance customer journeys and overall satisfactionManage cross-functional projects focused on customer experience initiativesUtilise CRM systems and customer experience platforms for data-driven decision-makingKey personal skills for a successful Customer Experience and Journey Manager: Strong interpersonal and networking skillsProficient in data and trend analysisProject management and leadership abilitiesExcellent verbal and written communication skillsDetail-oriented and results-drivenIf you are passionate about creating seamless customer experiences and have a track record of success in customer journey mapping, please reach out for a further conversation.
About the job: Contract Type: FULL_TIME
Focus: Online CRM Database Marketing
Workplace Type: Hybrid
Location: Cape Town
Salary: Negotiable
Job Reference: RBTHUW-4196488B
Date posted: 18 September 2024
Consultant: Ashleigh Cloete
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