Customer Experience Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Parcelvision Full time
Customer Experience Manager

At ParcelHero, we're seeking a Customer Experience Manager to develop and implement programs that improve both customer experience and efficiency by process improvements. This role requires diving deep into CX metrics to find opportunities, having a bias for action to develop and iterate on new processes until achieving desired results while managing multiple stakeholders with different priorities.

Key Responsibilities
  • Customer Journey Optimisation: Oversee the entire customer journey, ensuring a seamless and positive experience from booking to post-delivery support.
  • Customer Feedback Management: Collect and analyse customer feedback (e.g., surveys, reviews) to identify pain points and opportunities to enhance the overall experience.
  • Customer Experience Metrics: Track and improve key customer experience metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score.
  • Cross-Functional Collaboration: Work closely with marketing, product, and technology teams to ensure that all customer touchpoints (website, booking platform, support) align with customer needs and expectations.
  • Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.
  • Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience.
  • Customer Education: Lead initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support.
  • Process Improvement: Work with internal teams to streamline processes, improve response times, and increase the efficiency of customer interactions.
  • Training, Development and Collaboration: Work closely with the training and quality control teams to ensure customer service agents are well-equipped to handle customer interactions with professionalism and efficiency.
  • Technology Integration: Collaborate with the product and IT teams to ensure that the platform's design and functionality support a smooth customer experience, from the booking interface to tracking features.
Key Skills & Competencies
  • Customer-Centric Mindset: Deep understanding of customer needs and expectations, with a focus on creating positive experiences.
  • Strategic Thinking: Ability to develop and execute strategies that optimise the customer journey.
  • Data-Driven: Skilled in interpreting customer experience metrics (NPS, CSAT) and feedback to drive decisions.
  • Cross-Functional Collaboration: Proficiency in working with various teams to ensure alignment on customer experience goals.
  • Communication Strategy: Expertise in crafting customer communication plans that engage and inform across all touchpoints.
  • Customer Journey Mapping: Proficient in mapping and analysing the customer journey to identify gaps and improvements.
  • Innovative Problem-Solving: Capable of identifying and implementing creative solutions to enhance customer experience.
Qualifications & Experience
  • Education/Experience: Bachelor's degree in business administration, marketing, customer experience (or related field) or more than 3-years experience in a senior customer experience manager role.
  • Certifications: Certifications in customer experience management highly beneficial. Certifications in data analysis or project management (e.g., PMP) are a plus.
What We Offer
  • A dynamic and customer-centric working environment.
  • Opportunities for career growth within a rapidly expanding company.
  • Ongoing professional development and training opportunities.
Additional Information
  • 8:30am to 5pm Mon-Fri (GMT).
  • 20 days holiday per year + your birthday off.
  • You work as a contractor and are responsible for your own tax.
  • You need a min 20 MB broadband line, and your own PC/Laptop and headset.

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