Customer Experience Manager at Massmart

Summary:

The purpose of the role is to support the Customer Experience & Insights Lead execute on the customer research strategy to provide Wholesale with up to date key insights into the market and its customers in order to support the improvement of customer satisfaction

Functions / Responsibilities:

Customer Experience

• Execute on the Customer Experience strategy
• Complete thorough trend research and conduct root cause analysis to ensure that service failures are permanently corrected
• Map existing customer journeys and gain understanding of their pain points in order to solve for them
• Design and deliver engaging customer journeys by creating multi-channel journeys
• Coordinate the customer service function and ensuring that high customer experience levels are maintained.
• Identify and address customer needs
• Prepare reports on the customer experience monthly looking at trends and customer engagements

Analytical Support

• Understand and establish trends available in customer experiences
• Support process enhancements and optimisation across Wholesale functional areas
• Support current and future market identification, segmentation and development
• Support customer retention strategies for Wholesale
• Provide business with insights from customer experience information and non-financial reports for Wholesale
• Ensure relevant insights are fed into the advertising and promotions process as well as the marketing operations process

Requirements:

Minimum Academic, Professional Qualifications & Experience required for this position

• B.Com or above (Marketing Studies or related discipline)
• 6-8 years of experience in direct marketing and customer journeys
• Familiarity across a broad range of data analysis tools

Competencies:

• Live our values
• Capability to analyze data
• Strong understanding of customer and supplier expectations
• Research and analytical skills
• Excellent written and oral communication skills
• Passionate about discovering new trends and insights across customers