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CUSTOMER EXPERIENCE MANAGER - 364797
CUSTOMER EXPERIENCE MANAGER
FMCG / Retail / Wholesale
Wage / Salary:
R - Market Related - P/M (Per Month)
We are recruiting for a Customer Experience Manager.
The Customer Experience Manager (CEM) will oversee customer experience across the organisation to ensure that every touchpoint along the customer journey is engaging, efficient, and effective, thereby optimising and fostering customer engagement. The CEM will design, and develop programmes and processes to facilitate the organisation’s understanding, analysis and optimisation of customer experience in line with its strategic objectives. Using relevant data and information, the CEM will gain insights from the customer’s unique perspective to augment the experiences customers have with the Company, to ultimately increase customer satisfaction and loyalty.
Key focus will be placed on the digital environment and the incumbent will oversee and support the company's digital platform experiences, which include its website/s, mobile applications and social media platforms.
Duties & Responsibilities
To assume overall responsibility for the implementation and monitoring of the Company's customer experience strategy as directed by the CEO.
To build strong relationships with clients that are fostered by gathering customer feedback in real-time and incorporating this into various interactions to improve the overall customer experience.
To manage the annual customer service/experience plans, market research programmes and control the customer experience budget.
Provide tactical direction in respect of the development of CLM, CRM and CSI to improve customer experience. Using these systems gather intelligence related to the wants and needs of current and targeted customers and design and integrate systems and processes to support this objective.
Conceptualise, visualise, design and review optimal customer journey maps, working closely with the IT and operational teams.
Manage the resolution of all customer trends, complaints and/or queries received via the various touch points, which includes the recordable and tracking of customer complaints to final stage, to ensure that all complaints and queries are effectively resolved to the customer’s satisfaction. Thereafter, to identify the shortcomings of relevant systems, processes and/or service providers, recommend suitable interventions and ensure these are carried out throughout the business to improve customer experience.
Oversee the rollout of technologies across customer channels, to enhance digital interaction, process improvement and reduction of turnaround times for product fulfilment.
Conceptualise, visualise and design user experiences, working closely with IT teams.
Full job description to be supplied.
Desired Experience & Qualification
A relevant B-Degree or equivalent qualification.