Medical Company: Consumer Experience Manager

5 days ago


Johannesburg, South Africa Glasshouse Recruiting Full time

Gauteng

,

Johannesburg

**The main purpose of this position**:
Customer Experience Managers (CEM) bridges the gap between the customer and the brand they work for

Their jobs ensure that each touchpoint across the customer journey is engaging, efficient, and effective

Customer Experience Management (CEM) uses information from the customer experience to gain insights from the customer’s unique perspective

The goal of CEM is to augment the customer experience and cultivate customer loyalty
**Key Performance Areas**:
**(But are not limited to)**

Champion opportunities to consistently Improve the "Brand" experience
Drive customer retention, and switch from competitor brands
Map the customer journey and identify opportunities to proactively intervene on the client’s behalf
Guide team in effective resolution of customer issues and handle any escalations
Develop listening points in the customer journey, define and segment the customer base
Develop varying strategies to address segmented customer needs based on their progress on the adoption curve, defend the existing customer base and identify opportunities for continuous improvement
Test new strategies for driving customer value
Develop and implement customer experience strategies
Reviewing and pulling insights from analytics and data
Segmenting customers and audiences into meaningful groups
Using insights from data to make improvements, maintain the feedback loop flow, and predict future needs and problems
Team alignment and collaboration to deliver on customer experience objectives
Brand blueprint/DNA ownership and maintenance
Effective execution of customer experience strategy: Define objectives, Develop hypotheses, establish a method of execution, Implement, Monitor and iterate based on customer experience and response
New representative brand onboarding

**Requirements**:
5 years’ experience in managing RX/OTX brands
- Skills & Competencies:_

Project management
Agency engagement
Performance monitoring, outlier diagnosis and management
Customer engagement and feedback to market insights
KOL management
Excellent communication skills
Strong problem-solving skills
Customer experience (CX) strategies
Clinical analytical skills
Digital and social media marketing insights required
Critical thinking skills and the ability to use data insights to drive marketing strategies & tactics
- Behavioural Qualities:_

Organized
Ability to build and maintain relationships with external stakeholders and internal cross-functional team members
Ability to adapt in a fast-paced, changing growth environment and to work independently
Support team
Good leadership skills
Collaboration Skills

For more information please contact:
Najade Koedooder


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