Customer Experience Specialist

2 weeks ago


Isando, South Africa Barloworld Equipment Full time

**Key Outputs**

To improve Barloworld Equipment knowledge of interaction with customers through Customer Experience management to ensure Executives have the ability to make informed strategic and business decisions to increase customer loyalty across the business.
- Maintain CEM data system - customer complaints and reporting
- Develop and manage new customer loyalty projects within acceptable timelines
- Drive sales customer experience project roll out
- Collate, enhance and manipulate raw data for higher level analysis for senior management
- Maintain customer experience data to calculate the low levels of customer loyalty.
- Execution of CEM strategy
- Managing internal stakeholder relationships
- Analysing and reporting on CX results, including deep dives
- Development and implementation of Customer Journey Maps
- Presenting to LOB Managers and Senior Management
- Conducting market research
- Development and execution of action plans based on research results
- Managing CX reports
- Managing relationship with Caterpillar DSD
- Plan and execution of CX projects
- Drive CX awareness and culture within the organisation
- Managing service providers
- Drive NLS and CSI

**Qualification, Experience and Competencies**

**Minimum Required Qualification**:

- Customer experience qualification
- B Degree advantageous

**Minimum Required Experience**:

- Three years working experience in customer experience
- Three years Barloworld Equipment knowledge and understanding of organograms advantageous

**Minimum Required Competencies**:

- Analysis
- Tactical problem solving
- Liaison and relationship building
- Planning
- Organising and monitoring
- Drive and resilience
- Follow through with tasks
- Participative management skills
- Facilitation skills,
- Behavioural style required - sense of urgency



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