Senior Manager

2 weeks ago


Johannesburg, South Africa Isilumko Staffing Full time

Duties & Responsibilities:
**Ensure that Assupol meets its client engagement and experience goals***
- Building brand loyalty: Turn clients into ambassadors and nurture long term relationships.
- Grow revenue & profitability: Enhance efficiencies & effectiveness throughout the client journey.
- Generate insights: Provide the rest of the business with insights so that it can continuously improve experiences.
- Integrate: Build a streamlined client experience across all departments.
- Future proof: Use the Client Engagement Program to act as a catalyst for a client centric Assupol transformation.

**Strategic planning and client experience alignment**
- Determine client engagement and experience strategies and plans.
- Obtain a clear understanding of Assupol’s business objectives in order to strategise client engagement and experience efforts such that it contributes to the achievement of the business goals.
- Research and foresee market changes, dynamism in client expectations and develop strategies to guide Assupol to live up to those expectations in the fast-evolving digital world and remain one step ahead of the competition and come up with brand-new ways to impress clients.
- Set client engagement and experience goals that are Specific, Measurable, Attainable, Relevant and Time-bound (SMART Goals).

**Client journey planning and management**
- Visualize the end-user experience and then work backwards to plan, strategise, and execute client experience efforts to deliver great experiences through each interaction and across touchpoints.

**Data driven problem solving**
- Responsible for looking at different problems in the client experience process and finding the right solutions.
- Ensure that clients feel satisfied with the Assupol brand from the moment they show interest to well after they make a purchase or make a claim.
- Employ all the available data tools and technologies to gain insights that will help businesses deliver, manage, measure, and improve client experience.
- Responsible for understanding data analytics and extract useful or actionable information from it along with strong problem-solving skills is a power-packed combination for ensuring client experience gaps do not occur or are resolved efficiently.
- Do ongoing research into emerging market trends and what our competitors are doing to support client engagement and experience recommendations, decisions and goals.

**Building the team with clear communication, interpersonal skills, networking and influencing**
- Constantly collaborate with and communicate to business leaders, team members and important stakeholders to ensure all other teams in the business contribute equally to providing clients a seamless experience across all touchpoints.
- Recruit, develop, train, and build a high-performing client experience team that efficiently aligns with the client engagement and experience strategy.

**Requirements**:
**Formal Education**:

- Matric
- 3-year tertiary qualification (Business/Commercial/Management/Marketing/Client experience)

**Experience**:

- 5 - 8 years’ experience in a client experience related role
- Of which 3-5 years’ experience should have been in a management capacity
- Preferably in the insurance sector or financial services industry.


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