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Senior Specialist Customer Experience
2 weeks ago
- Annually Cost To Company (Market related, Negotiable)
Conduct research, benchmarking and analysis on customer (passenger and cargo) intelligence and experience to identify, and advice on, new opportunities.
JOB DESCRIPTION
- Gather benchmarks on competitor practices in the field; and customer behavior and trends
- Conduct customer research and analysis, and develop customer intelligence to inform commercial activities, engagement programs and airport operations
- Provide input and manage social media relating to operational events
- Develop training programmes to enhance culture and required service standards
- Provide relevant and specialised support to relevant stakeholders to ensure achievement of objectives.
- Build, support and maintain healthy, diverse internal and external relationships to ensure achievement of organisational goals. Implement remedial actions where required.
- Monitor and ensure adherence to statutory regulations, organisational standards, policies and procedures. Report noncompliance and implement corrective actions to ensure compliance.
- Ensure that all customers comply with policies and standard operating procedures (SOP).
- Manage Quality Management Systems and infrastructure audits.
- Ensure compliance to behavioral standards.
- Review and make necessary amendments to SOPs.
- Manage execution of SOPs.
- Manage and track OPEX and CAPEX budget.
JOB REQUIREMENTS
- Bachelors Degree Business Commerce
- 5 years Supervisory
For more information please contact:
- Ntombizonke Memela
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