Martech Specialist

1 week ago

Cape Town, South Africa Digital Outsource Services Full time

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

The Department:
Customer experience (CX) is the sum total of customers' perceptions and feelings resulting from interactions with our brand's products and services. Customer experience spans the lifetime of customers' relationships with a brand, starting before a purchase is made, continuing to active use, and advancing to repeat purchases. CX acts as a bridge between strategy (our desired organizational outcome) and operations (How things get done now). With a goal of improved performance, we help the business make decisions in a way that positively influences how customers think, feel, and behave.

Purpose of the Role:
What’s the ultimate goal? Creating an ongoing strategy for anticipating and meeting customer needs which in turn will lead to a longer customer life time value and lower churn rate. The environment will challenge you every day, that’s why we need someone with significant customer-facing experience, a technical/data-driven mindset, a passion for iGaming, and an appreciation for the complexities of a rapid-growth environment.

Duties include, but not limited to:

- Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements - from purchase to product return to customer support.
- Liaise with internal teams such as MDM, product development, Risk, Banking, finance, UX etc. to ensure that gaps in the customer experience
- irrespective of where they occur in the journey - are plugged.
- Regular communication to identify gaps and opportunities, if any in the brand experience.
- Accountable for adoption of all tools, with targets set and monitored on usage.
- Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes.
- Continuously partner with our data engineering and development team to understand how we can ensure that our team is powered by accurate and timely data.
- Take full charge of the customer journey.
- Analyse customer feedback, journeys and pain points using leading methodologies.
- Manage our budget and ensure we continuously monitor usage and cost.
- Analysis of system KPI’s and business metrics.
- This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives._

Essential Criteria:

- A “customer-first” and “Data first” mentality to help drive the best customer experience.
- Empathy and ability to understand customer needs.
- 3 - 5 years’ experience in building customer experience processes and technology - preferably in product or technology environments.
- Experience with Salesforce and Thunderhead.
- Demonstrates consistent behaviour aligned to the Organizational Culture.

Desirable Criteria:

- Firm understanding of client journeys, marketing principles/tactics, customer experience engagement, and influential communication to successfully connect strategic objectives to tactical implementation.
- Strategic thinker with demonstrated success in developing long-term plans.
- Strong verbal/written communication abilities; effective interpersonal skills; strong attention to detail.
- Active team player with the ability to interact with and influence others effectively.
- Demonstrated success in managing multiple projects and priorities simultaneously within short timelines.

Person Specifications:

- Critical thinking
- Resilience
- Building Relationships
- Organizational Awareness
- Organization and planning
- Problem Solving
- Communication- The perfect place to work, play and grow_

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