Customer Journey Specialist

2 months ago

Pretoria, South Africa Boardroom Appointments Full time

Customer Journey Specialist

Minimum Requirements:

  • Matric [Grade 12] 
  • Diploma (Communications / Marketing)
  • 5 years

Responsibilities:

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 the 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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