Customer Journey Specialist

7 days ago

Pretoria, South Africa Boardroom Appointments Full time

Minimum education (essential):
Diploma (Communications / Marketing)

Minimum education (desirable):
Degree (Communications / Marketing)

Minimum applicable experience (years):
5 years

Required nature of experience:

  • Business to Consumer marketing.
  • Experience in international markets.
  • Experience with customer journey strategy development, reporting and implementation with a focus on emails.

Skills and Knowledge (essential):

  • Customer journey strategy development
  • Customer journey implementation, testing and reporting
  • Data analysis
  • Customer journey insight generation and optimizations
  • GA4 (Google Analytics 4)
  • Marketing Cloud (Salesforce marketing tool)
  • MailChimp
  • Competitor analysis
  • Proficient in Google Suite
  • Copywriting
  • Content creation
  • Campaign management
  • Optimizing lead conversion

Essential Competencies:

  • Embracing Change
  • Checking Things
  • Documenting Facts
  • Producing Output
  • Meeting Timescales
  • Managing Tasks
  • Taking Action
  • Interpreting Data

Important Competencies:

  • Developing Expertise
  • Challenging Ideas
  • Generating Ideas
  • Inviting Feedback
  • Adopting Practical Approaches
  • Upholding Standards
  • Pursuing Goals
  • Showing Composure
  • Examining Information
  • Team Working
  • Following Procedures
  • Thinking Positively

Customer Journey Management 20%

  • Drive sales conversion and customer lifetime value (purchases, repurchases, upsells, subscriptions) by implementing and optimizing best-practice customer journey management.
  • Manage email drip campaigns in Mailchimp and Marketing Cloud by developing and implementing various journeys as needed.
  • Customize and configure CRM marketing systems to meet the organization's specific needs.
  • Implement and manage CRM systems to streamline customer interactions and improve overall efficiency.
  • Set Email Marketing benchmarks and targets.
  • Cross functional team collaboration to ensure implementation and optimization of the customer journeys including briefing the copy, creative and technical teams.
  • Schedule promotional and ad hoc tactics across platforms.
  • Ensure data accuracy, integrity, and security within the CRM platform.
  • Format emails according to required standards, ensure high quality of emails and follow the appropriate approval process.

Strategic management and support 25%

  • Provide support in terms of insight generation from the market, competitors and performance to assist with strategic direction.
  • Assisting to create systems and structures to support the broader business.
  • Consistently explore new opportunities to remain relevant and ahead of our competitors.
  • Develop and execute CRM strategies to enhance customer satisfaction and loyalty based on a very specific target audience.
  • Utilize the platform's full targeting and segmenting capabilities to create customized journeys and content.
  • Identify and implement initiatives to acquire new customers and retain existing ones.
  • Collaborate with marketing teams to create personalized and targeted campaigns.
  • Development and coordinate an end-to-end, full funnel customer journey strategy for healthcare, direct-to-consumer and retail channels.

Data Tracking & Reporting 20%

  • Utilize analytics tools to generate insights and reports on customer behavior and engagement.
  • Provide regular reporting on the performance of email campaigns and customer journeys.
  • Provide insights and key learnings gained from the report.
  • Provide clear next steps to ensure the optimal performance of these journeys.
  • Analyze customer data to identify trends, preferences, and opportunities for improvement.
  • Collaborate with marketing, sales, and customer service teams to leverage data for targeted campaigns and initiatives.

Continuous Improvement 25%

  • Stay informed about industry trends and best practices in CRM.
  • Identify opportunities for process improvement and optimization of CRM systems.
  • Continuous AB testing and optimizations of journeys to deliver a high- performing and high-converting lead and customer nurture stream.
  • Ensure content is updated according to the latest assets.
  • Investigate other platforms to develop a more holistic journey with multiple touch points such as text campaigns and work with cross-functional teams to implement these additional touch points.

Marketing Administration 5%

  • Assist with overall digital marketing administration including finance requirements.
  • Ensure that Marketing folders are kept up to date and that all files are saved in the relevant folders.
  • Assist with the management of the CRM accounts and marketing tools related to CRM.
  • Assist broader marketing team with general administrative tasks.

QMS 5%

  • Ensure that QMS guidelines are adhered to.
  • Ensure that all supporting documents are kept to date.
  • Ensure that all processes are kept relevant.

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