Senior Specialist: Customer Touchpoint Manager at Liberty Group South Africa

Purpose

• The Customer Touchpoint Manager is responsible for designing, managing, and optimizing all customer interaction points to ensure a seamless and engaging customer experience. This role involves analyzing customer journeys, implementing strategies to enhance customer satisfaction, and collaborating with various departments to ensure consistency and excellence across all touchpoints.

Minimum Qualifications

• Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

Minimum Experience

• 3 - 5 years experience in a similar environment, of which 1 - 2 years at junior management level

Key Responsibilities

• Customer Journey Mapping: Analyze and design the entire customer journey to identify and optimize key touchpoints.
• Data Analysis: Use data to understand customer behaviors and preferences, and to measure the effectiveness of different touchpoints.
• Coordination: Work with various departments (marketing, sales, customer service, etc.) to ensure a consistent and integrated customer experience.
• Feedback Management: Collect, analyze, and respond to customer feedback to continuously improve touchpoints.
• Strategy Development: Develop and implement strategies to enhance customer engagement and satisfaction.
• Technology Integration: Leverage technology to improve and innovate customer interactions.
• Performance Metrics: Establish and track key performance indicators (KPIs) to measure the success of touchpoint strategies.
• Training: Train and support staff to ensure they understand the importance of touchpoints and how to manage them effectively.
• Customer Communication: Develop clear and consistent communication strategies across all touchpoints.

Key Competencies

• Analytical Skills: Ability to analyze data and derive insights to improve customer touchpoints.
• Communication Skills: Excellent verbal and written communication skills to convey strategies and feedback effectively.
• Customer-Centric Mindset: Focused on understanding and meeting customer needs and expectations.
• Project Management: Strong project management skills to oversee initiatives across multiple touchpoints.
• Technical Proficiency: Familiarity with CRM systems, data analytics tools, and other relevant technology.
• Problem-Solving Skills: Ability to identify issues in the customer journey and develop effective solutions.
• Collaboration: Strong interpersonal skills to work with different teams and departments.
• Adaptability: Ability to adapt to changing customer behaviors and market trends.
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