Customer Experience Manager

2 weeks ago


Johannesburg North, South Africa Innov8 Consulting Full time

**Customer Experience Manager**

**Responsibilities**
- In line with the global business strategy, elaborate an optimal customer journey and experience throughout the different channels in-store and online.
- By identifying the best practices on the market, in our industrty but not only, in South

Africa but not only, and in collaboration with the other Business Unit and Adeo Services, contribute to determinte the “Market Standards” we want to achieve
- Contribute to the brand value creation thanks to the customer experience and journey improvment
- Take in consideration the 3 dimensions of our business to develop a high customer, partner & team value proposition ; Retail (Red curve) / Digital (Blue Curve) / Plateform (Blue Curve)
- Understand and integrate the platform and network approach and value in the customer and inhabitant experience: Social, Partnership
- Design and deliver engaging customer journey’s by creating multi-channel map.
- Identify and address customer needs according to the optimisation of the customer experience.
- In collaboration with the other department and business partner, execute the Customer

Experience Strategy.
- Prioritise the projects, and process evolutions required with teh other departments
- Formalise the process evolutions, the training and team motivation to achieve the ambition
- Map existing customer journeys and gain understanding of their pain points in order to solve them.
- Complete through trend research and conduct root cause analysis to ensure that service failures are permanently corrected.
- Elaborate relevant KPIs to follow the progress of the Brand Value and Customer Value

Proposition
- Coordinate the customer service function and ensure that a high level of customer service is maintained.
- Prepare reports on customer experience monthly looking at trends and customer engagements.

**Analytical Support**
- Understand and establish trends available in customer support experiences.
- Support process enhancements and optimisation across functional areas.
- Support current and future market identification, segmentation and development.
- Support customer acquisition and retention strategies.
- Provide business insights from customer experience information and non-financial reports.
- Ensure relevant insights are fed into the advertising and promotion process.

**Requirements**:

- 8-10 years experience in customer experience and customer journeys.
- Experience in a retail environment, Digital business
- Project management experience

**Competencies**
- Ability to analyze data
- Strong understanding of customer and partners expectations.
- Research and analytical skills.
- Excellent communication skills - both written and verbal.
- Transversal influence capacities
- String project management skills : formalization, structure, timeline, kpis, deliverables
- Customer obsessed.

**Salary**: Up to R80,000.00 per month



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