Customer Communication Systems Strategist

1 month ago

Cape Town, Western Cape, South Africa xneelo Full time
Job Title: Customer Communication Systems Strategist

At xneelo, we are seeking a highly skilled Customer Communication Systems Strategist to join our team. This role is critical in ensuring that our communications are sent to the right audience, with the right information included, at the right frequency, while also maintaining the right brand representation.

Key Responsibilities:
  • System Analysis and Optimization: Map the communication ecosystem, evaluate new and future tools to implement the strategy, and manage the implementation or decommission of tools.
  • Develop and Implement Communication Strategies: Design and execute a customer communication strategy that addresses both operational and marketing needs without overwhelming customers, create a framework for prioritizing communications to ensure that the most critical messages are delivered effectively.
  • Manage Operational Communications: Analyze and optimize the volume and frequency of operational communications to reduce overload.
  • Improve Communication Targeting: Collaborate with relevant teams to improve the accuracy and accessibility of customer contact details, support marketing in developing methods to accurately segment customers based on their service subscriptions and preferences.
  • Stakeholder Collaboration: Work closely with the head of customer service to align communication strategies with customer service objectives, partner with product and marketing teams to synchronize promotional and operational communications, ensuring a cohesive customer experience.
  • Monitor and Evaluate Effectiveness: Establish metrics to measure the effectiveness of communication strategies and make data-driven adjustments as needed, conduct regular reviews to continuously improve communication approaches.
  • Compliance and Best Practices: Ensure all communications comply with relevant regulations and best practices, stay updated with industry trends and innovations in customer communication strategies, work with the marketing team and UX to ensure consistency of tone & brand assets.

Qualifications:

  • Bachelor's degree in Marketing, Communications, Business, or a related field, or equivalent relevant experience.
  • Strong IT systems proficiency, including experience with CRM platforms, marketing automation tools, and process mapping software.
  • Proven track record in developing and executing customer communication strategies that drive engagement and enhance customer satisfaction.

Key Competencies:

  • Understanding of customer service operations with experience working across cross-functional teams to optimize customer interactions and experiences.
  • Ability to translate customer insights into actionable strategies.
  • Exceptional written and verbal communication skills, able to articulate complex ideas clearly and effectively to diverse audiences.
  • Skilled in building and maintaining strong relationships with key stakeholders across all levels of an organization.
  • Proven ability to engage, coordinate, and collaborate across teams to foster a collaborative environment that drives success.
  • Analytical mindset with the ability to interpret data, identify trends, and make informed decisions to improve customer engagement and operational efficiencies.
  • Proficiency with CRM systems and marketing automation tools, such as Salesforce, HubSpot, or similar platforms.
  • Ability to map processes and conduct process analysis to streamline operations and improve customer-facing workflows.
  • Strong project management skills with the ability to manage multiple initiatives, ensuring timely delivery and quality outcomes.
  • Proactive, adaptable approach with the ability to pivot quickly in response to changing business needs or customer demands.

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