Customer Journey Specialist

1 week ago

Northern Suburbs, South Africa MWeb Full time

**The role**:
The Customer Journey Specialist will play a pivotal role in enhancing customer tenure and fostering loyalty across Mweb and Web Africa brands through direct to customer communication. Reporting directly to the CRM Manager, this individual will primarily focus on developing, executing, and enhancing automated customer communications, to maximise customer experience across touch points. The role will need take accountability for translating processes into customer journeys and identify communication gaps and recommend proactive solutions.

**Responsible for**:

- Develop and implement all automated customer communication across customer touchpoints including onboarding, product workflows, product changes, account management, billing and all other customer touch points
- Implement any journey comms, outside of Solid, as needed
- Collaborate closely with cross-functional teams, including Products, Retention, and client services, to understand products, processes, and integrate them effectively into communication workflows.
- Work on both the Mweb and Webafrica brands
- Identify communication gaps and make recommendations to improve
- Conduct regular quality reviews of communication that messages are delivered as planned and messaging clear
- Make edits as processes change
- Continue to drive self - service within messaging
- Become the expert and owner of any new CRM systems, including training rest of marketing
- Implement and monitor automated communications across various systems, analysing customer interactions and feedback to optimize and enhance automated customer comms.
- Ad hoc basis, assist with any operational communication needs

**Key Competencies**:

- The ability to translate end to end processes into customer journeys and identify communication touch points needed to deliver better customer experiences
- Work across all areas of the customer journey from onboarding to operational
- Ability to identify communication gaps and recommend solutions
- Strong willingness to learn and adapt to new systems
- Excellent attention to detail and organisational skills
- Exceptional communication and interpersonal skills
- Ability to work independently and manage multiple projects simultaneously, ensuring timely execution
- Analytical thinker with high attention to detailed
- Self-motivated
- Disciplined
- Proactive
- Results-oriented
- Ability to work effectively in a fast-paced environment

**Qualifications and Experience**:

- 3+ years working within a project, process or product role
- Must have worked within the Solid workflow management processes and systems across product and/or operational areas
- Having Solid comms module experience is an advantage
- Excellent process and project management skills
- Strong verbal and written communication skills
- Experience in CRM tools/ other process tools is an advantage

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