Customer Experience Lead

2 weeks ago

Johannesburg, South Africa bp Full time

**Job Profile Summary**
- The Customer Experience Lead (CEL) is responsible for leading and executing work that contributes to the Store’s operations and customer experience. Talent in the role supports the achievement of strategic priorities that are cascaded from the Retail Strategic Initiatives to the Store and Functional level. The CEL ensures budget and cost centre management while contributing to the achievement of the Store’s sales plans and long-term desired outcome of profitability and growth through driving the world class customer service and brand experience on our sites across the country. Facilitates and manages Dealer Performance Programes, Employee Capabilities and Incentive Programes.

**Job Advert**

**Key Accountabilities**:

- Tracking customer experiences across online and offline channels, devices, and touchpoints.
- Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
- Facilitate employee capabilities assessment and training interventions.
- Dealer Scorecard and employee incentive programme management and facilitation.
- Identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness.
- Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Analysing customer feedback on product ranges and new releases, as well as preparing reports.
- Performing product tests, evaluating after-sales and support services, and facilitating improvements.
- Documenting processes and logging technical issues, as well as customer compliments and complaints.
- Keeping informed of industry trends and new CRM technologies.
- Collaborate with others and work cross functionally while celebrating and role modelling diversity of thought and inclusion
- Cultivate an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to work
- Create and drive a customer service programes that will deliver an exceptional service on site while driving a healthy competition amongst employees nationally.
- Foster an environment where everyone knows their health and safety is a top priority and where everyone actively participates in ensuring the health and safety of each other and our customers

**Education & Experience Required**

**Education**
- A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.

**Experience**
- At least 3 years' experience as a customer experience specialist, or a similar customer support role.
- Extensive experience in gathering and interpreting customer experience information.
- Solid knowledge of online customer engagement platforms and channels.
- Proficiency in MS Office, as well
- Exceptional interpersonal skills and a client-centered approach.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills.

**Skills & Competencies**
- Performance orientated
- Customer centric mindset
- Demonstrated commitment to creating an exceptional employee and customer experience
- Experience leading others
- Extensive experience in gathering and interpreting customer experience information.
- Solid knowledge of online customer engagement platforms and channels.
- Exceptional interpersonal skills and a client-centered approach.
- Great organizational and time management abilities.
- Ability to exercise good business acumen and systemic thinking that supports meaningful decisions
- Ability to prioritize, plan and execute while being agile

**Entity**
- Customers & Products

**Job Family Group**
- Retail Group

**Relocation available**
- Yes - Domestic (In country) only

**Travel required**
- No

**Time Type**
- Full time

**Country**
- South Africa

**About BP**

**CUSTOMER AND PRODUCTS**

We’re gearing up for the future. At bp our goal for C&P is to deliver the future of mobility, energy and services for our customers by innovating with new business models and service platforms.
- C&P will become a hub, housing our midstream, lubricants, aviation, sale of chemicals, mobility and ‎convenience, marketing and our next-generation businesses, making it a highly integrated and ‎interconnected organisation. And with safety being our core value, our commitment to safe and reliable operations will never change.
- Want to join the team? This means:
- being customer-centric, agile and responsive to changing customer needs and dynamic markets
- focusing on growth and development of customer offers
- optimising the chemicals and fuels value chains to maximise integrated value
- contributing to the reduction of carbon intensity of the products we create, and sell, by 50% by 2050

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