Customer Experience Manager

7 days ago

Johannesburg, South Africa Vox Telecommunications Full time

**Job Description**: - Map the entire customer experience considering - Presales journey review and audit inbound and outbound marketing strategies and channel performance. How customers interact with the business, how they first become aware of our products offerings, how they engage for the first time i.e., the entire presales journey - Sales the entire customer sales journey that includes each engagement point from start to finish. This touches on UI/UX audit, sales and marketing content review and improvements, online shop, payment gateways, checkout, referrals, and customer portal. - Onboarding journey How they experience our processes and "go live" - Order fulfilment journey this includes delivery, returns and comms - Post sales journey - how we continue to interact with our existing customer. - Continuously improving our retention strategy to reduce churn and increase customer satisfaction. - Identify gaps and implement a remedial plan together with measures for ongoing measurement and improvement Job Skills **Customer Performance** - Continuous management of all customer performance metrics that include - Time - Convenience - Value added products or services - Recognition ad Brand Loyalty - Implement business growth strategies through our existing customers base - Measure customer bases sentiment and implement improvements **Customer service training** - Develop quarterly customer service training for internal staff - Implement KPAs and assist Managers to measure performance monthly - Implement a reward program for top performers **User training** - Implement a training plan to ensure customers are trained on: - SLA deliverables - Systems - Processes - Identify regular end user problems and implement initiatives to train users **SLA Management** - Support SLA management process Minimum Requirements - Grade 12 - 2 years experience in Customer sales

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