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Member Journey Specialist
2 weeks ago
Sales / Marketing / Communications
Johannesburg - Gauteng
***:
MEMBER JOURNEY SPECIALIST
MAIN PURPOSE OF THE ROLE:
The role would be responsible for building omnichannel platforms and proactive member communication and contact to enhance service, access to information and advice for clients and members in line with the Member Experience strategy and deliver on defined 'moments of truth'
DUTIES:
Member segmentation and enhance the member experience
Develop communication material for each segmented member group across onboarding, significant life events, pre and post retirement
Track member experience and market data to gain insight, and ensure quality control and continually improve processes
Stakeholder management
TECHNICAL COMPETENCY REQUIREMENTS
Adept with collecting and analysing customer data
Knowledge of Customer Experience (CX) strategies and platforms
Insight into pension fund industry and member requirements
Understanding of integrated communications and marketing strategies
Strong Project management skills
Excellent writing skills
Proficient in MS office and related packages as well as CX and CRM software
Research ability
REQUIRED MINIMUM EDUCATION/TRAINING
Bachelor's Degree in marketing, communications, advertising, business management, or in a related field preferred.
REQUIRED MINIMUM WORK EXPERIENCE
At least 6 years' professional experience in CX platforms and solutions in a financial services environment. Pension fund experience advantageous
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