Customer Journey Specialist (Northern Suburbs (Cape) at MWEB

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

Requirements

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