Customer Experience Officer

2 weeks ago


Sandton, South Africa Just Gym Full time

Overview

**Reference**
CXO001

**Salary**
ZAR0 - ZAR0/month

**Job Location**:

- South Africa - Johannesburg Metro - Sandton

**Job Type**
Permanent

**Posted**
Tuesday, July 25, 2023

**Closing date**
25 Aug 2023 23:59
- Fostering a customer-centric internal & external culture
Focusing on optimizing the customer journey, placing the member at the heart of their planning
Head up Customer Service and Customer Experience in terms of how the customer is treated on the ground and of what we as a business have to offer through marketing, how we sell & customer loyalty
Ensuring the customer experience strategy aligns with the big-picture business strategy
Making sure that marketing, sales, service, and success strategies all come together to create a unified experience across all touchpoints
Being involved in the corporate leadership, in terms of UX (User Experience) strategy
Identifying buyer personas and ideal customer profiles
Mapping the customer journey across all touchpoints and channels
Management & support of software and hardware design
Keeping a close watch on current strategies in progress
Working with internal stakeholders to identify gaps in the customer experience
Development of reviews and concepts
Protection and positioning of intellectual property
Working with IT teams to ensure the company is investing in the right technologies for future strategy
Capturing, monitoring, and analyzing customer feedback
Racking how NPS - measuring the overall relationship the customer has with an organization and CSAT - measuring customer satisfaction with regards to product and service and reviewing the score change over time, analyzing customer sentiment, and identifying themes across all feedback channels.
- **Experience & Competencies**:

- Minimum of Diploma / Degree
Must have a minimum of 5 years customer support exposure
Must have minimum of 5 years management experience
Ability to demonstrate a strong background within Customer facing roles
Intermediate / advanced Computer literacy
Customer ServiceContact information

Yvette Swanepoel



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