Customer Journey Mapping Manager

2 weeks ago

Cape Town, Western Cape, South Africa Merand Corbett & Associates Full time
Customer Journey Mapping Manager

We are seeking a highly skilled Customer Journey Mapping Manager to join our team at Merand Corbett & Associates. As a key member of our customer experience team, you will be responsible for developing and implementing strategies to enhance the customer journey and improve overall satisfaction.

Key Responsibilities:
  • Develop Detailed Customer Journey Maps: Create comprehensive maps of the customer journey across all stages and touchpoints, identifying key pain points and opportunities for improvement.
  • Analyze Customer Interactions: Collect and analyze customer feedback, behavior data, and performance metrics to gain insights into the customer experience.
  • Inform Decision-Making: Use data to inform decision-making and prioritize improvements to the customer journey.
  • Develop and Implement Strategies: Develop and implement strategies to enhance the customer journey and improve overall satisfaction.
  • Collaborate with Cross-Functional Teams: Collaborate with marketing, sales, product, and customer service teams to ensure a consistent and seamless customer experience.
  • Lead and Manage Projects: Lead and manage projects aimed at improving customer experience, ensuring they are delivered on time and within budget.
Requirements:
  • Relevant Qualifications: Relevant tertiary qualification in Marketing/IMM/Business Management.
  • Experience: 1-3 years experience in a senior Marketing/CRM role.
  • Skills: Knowledge of UX/UI principles, experience with journey mapping tools, computer skills, verbal and written communication skills, presentation skills, project management skills, detail consciousness, interpersonal skills, data and trend analysis skills, interpersonal and networking skills, and people leadership skills.

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