Lead Customer Experience Strategist

4 days ago


Johannesburg, Gauteng, South Africa Parcelvision Full time
Parcelvision is one of the UK's biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we're a technology-driven company that's going places, delivering innovative solutions to ensure exceptional customer care.

We offer a dynamic and customer-centric working environment with opportunities for career growth within a rapidly expanding company. Our ongoing professional development and training opportunities will help you achieve your goals.

The estimated annual salary for this role is around £60,000 - £80,000 based on location and experience.

This role requires a deep understanding of customer needs and expectations, with a focus on creating positive experiences. You will oversee the entire customer journey, ensuring a seamless and positive experience from booking to post-delivery support. Key responsibilities include collecting and analysing customer feedback, tracking and improving key customer experience metrics, and working closely with marketing, product, and technology teams to ensure all customer touchpoints align with customer needs and expectations.

Key skills and qualifications include a customer-centric mindset, strategic thinking, data-driven decision making, cross-functional collaboration, communication strategy, customer journey mapping, and innovative problem-solving. A bachelor's degree in business administration, marketing, or customer experience (or related field) is required, as well as more than 3 years of experience in a senior customer experience manager role. Certifications in customer experience management are highly beneficial.

You will work as a contractor and be responsible for your own tax. A min 20 MB broadband line and your own PC/Laptop and headset are required.

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