Customer Engagement Leader

Michelin; Johannesburg; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Michelin in Johannesburg seeks an experienced marketing leader to drive Customer Experience Management and CRM initiatives across a 360-degree touchpoint strategy. You will collaborate with sales and digital teams to optimize the end-to-end customer journey and develop region-wide content and multi-channel plans.

This role demands strong leadership, data-driven decision making, and the ability to translate insights into actions that enhance brand value.

Qualifications

• Experience in customer experience management and CRM initiatives.
• Strong leadership and cross-functional collaboration.
• Analytical mindset with ability to translate insights into actions.

Responsibilities

• Interprets the user journey to better understand and improve the customer experience with high-quality digital engagements and touch points that move consumers down the funnel to increase conversions.
• Leads the development of appropriate customer feedback management capabilities and practices.
• Assesses customer experience measurement practices to understand the current state and identifies opportunities for improvement.
• Establishes region-wide alignment on best practices for cultivating a dynamic customer experience.
• Leverages customer insights to anticipate needs and obstacles within the path to purchase, and designing strategies to target the obstacles.
• Partners with sales to fully integrate all customer touchpoints within the customer experience.
• Develop and Manage the Region integrated communication strategy that is aligned with the corporate direction
• Allocate and control budget within scope of an integrated strategy
• Within the region, manages the CEM team to align with overall CEM Business Line strategy.

Job description

MISSION: Adapts and executes the touchpoint strategy in the go for the go to market plans that deliver a valorized consumer experience through a 360 approach of critical touch points in the customer journey resulting in stronger bonds with Customer/End users for the Brand and offers.

KEY EXPECTED ACHIEVEMENTS:

Employee enhancement:

• Communicates expectations and objectives providing ongoing feedback and addressing shortcomings.
• Balances he workload, commitments and priorities of individuals vs the company when setting expectations and assigning work.
• Monitors and ensures the efficient and appropriate use of resources, tools.
• Uses individual as well as group goal setting to maximize performance.
• Challenges rules or practices that present inappropriate barriers to independent action and decision-making.
• Brings excellent performance to the attention of the larger organization.
• Seeks resources that will enhance the team's productivity.
• Develops and supports employees' career plans and learning opportunities.
• Applies company policies and procedures in managing direct reports’ performance.
• Coaches in different areas, identifying training and development needs to support professional growth.

Customer satisfaction:

• Responds to customer/internal partner needs in a timely, professional, helpful, manner, regardless of the attitude.
• Shows customer/internal partner that their perspectives are valued.
• Adapts to the different working styles, personalities and cultural backgrounds of the people they work with

Empowerment:

• Delegates authority to match responsibility, holding staff accountable for agreed upon commitments.
• Supports staff in taking independent action, providing coaching along the way.
• Delegates responsibility rather than taking charge or micro-managing when staff have the capability

FOR YOUR GIVEN PERIMETER:

Customer Experience Management:

• Interprets the user journey to better understand and improve the customer experience with high-quality digital engagements and touch points that move consumers down the funnel to increase conversions.
• Leads the development of appropriate customer feedback management capabilities and practices.
• Assesses customer experience measurement practices to understand the current state and identifies opportunities for improvement.
• Establishes region-wide alignment on best practices for cultivating a dynamic customer experience.
• Leverages customer insights to anticipate needs and obstacles within the path to purchase, and designing strategies to target the obstacles.
• Uses experiential design principles to resolve gaps in the total customer experience.
• Partners with sales to fully integrate all customer touchpoints within the customer experience.
• Develop and Manage the Region integrated communication strategy that is aligned with the corporate direction
• Allocate and control budget within scope of an integrated strategy
• Within the region, manages the CEM team to align with overall CEM Business Line strategy.

CRM:

• Develop the region CRM strategies, goals and benchmarks.
• Reviews existing CRM implementation and identifies opportunities for improvement.
• Explores and addresses the unidentified, underlying and long-term customer needs and concerns.
• Provides support and counsel to business functions who are incorporating customer experience strategies into CRM business processes.
• Educates internal staff on customer experience concepts, value proposition, and processes.
• Serves as customer advocate with senior management; ensures that customer research findings are understood, tracked and acted upon.

Content Marketing:

• Identifies key opportunities to create new content and functionality on e-commerce site while improving existing website content and functionality to grow conversion rates and create a better user experience.
• Works closely with the digital team (internal and external) to ensure that new site development aligns with content management needs and roadmaps.

Multi-channel marketing

• Drivers alignment of multi-channel marketing budget with key business initiatives and multi-channel needs.
• Establishes the region’s framework for the planning and implementation process for a multi-channel strategy.

Marketing Planning:

• Benchmarks marketing communication with other organizations inn their region.
• Collaborates with brand and market research teams to develop optimized customer journey .
• Monitors performance measurements to ensure brand is tracking against goals, and recommends and implements corrective actions.
• Briefs internal/external resource groups to design marketing communication