Customer Experience Manager at Salt South Africa

Job description

My client is an award winning and rapidly growing digital agency with offices in Cape Town and Johannesburg, this position is part of their ambitious vision for growth and an important element in improving their value proposition to clients. This position will be focusing on one of their medical / insurance industry clients. For this position you can be based in either Cape Town or Johannesburg.

The primary objective of this role will be to lead customer experience (CX) programmes for Agency clients. Working collaboratively with the Strategy, Creative and Programme Director, the role will require the development and delivery of innovative customer experience programmes for Agency clients through the creation of consistent experiences across all touch points aligned to business objectives and goals.

Experience & Skills Required

• Demonstrate problem-solving, analysis and resolution at strategic and functional levels.
• Minimum of 5 years experience in marketing, customer service and analysis of customer data.
• Experience in and/or understanding of financial/insurance services and medical scheme administration industry.
• Deep understanding of customer loyalty management, customer relationship management and customer value management to improve customer experiences.
• Working with Microsoft Dynamics 365 or similar enterprise omnichannel CX management software.

Main Responsibilities

• Drive and develop an integrated, omnichannel customer experience framework that encompasses all customer interaction touch points across the customer journey.
• Develop customer personas using data and insights for behavioural analysis, targeting and segmentation.
• Develop a 360 degree view of customers through the design of customer journeys / experience framework, plotting user journeys across touch points and optimising interactions from a customer perspective to foster loyalty.
• Develop a phased roadmap and governance framework to prioritise opportunities and manage rollout.
• Ensure CX alignment across multiple workstreams (if required)
• Identify upselling of data/analytics opportunities to ensure integration across platforms and alignment to the client’s core business objectives.
• Support UX, design and development teams through CX oversight and product testing.
• Regularly gather customer feedback, analyse and adapt to enhance CX practices already put in place.