Customer Experience & CRM Specialist

Abdul Latif Jameel; Gauteng; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading company in the automotive sector seeks a Customer Experience & CRM Specialist to enhance customer satisfaction and loyalty. The role involves mapping customer journeys, optimizing CRM systems, and managing customer care standards. Ideal candidates will have a Bachelor's degree and 3-5 years of relevant experience in customer relations and CRM platforms.

Qualifications

• 3–5 years’ experience in Customer Experience, CRM, or Customer Care—preferably in automotive.
• Strong understanding of customer behavior in the South African market.
• Experience with CRM platforms.

Responsibilities

• Enhance the customer journey and improve satisfaction, loyalty, and retention.
• Oversee customer service processes and establish care standards.
• Manage CRM operations to improve conversion and customer follow-up.

Skills

Analytical skills

Communication

Customer service mindset

Tech-savvy

Stakeholder influencing

Problem-solving

Education

Bachelor’s degree in Business, Marketing, or Customer Relations

Tools

Salesforce

Microsoft Dynamics

Job description

Purpose of the Role:

The Customer Experience & CRM Specialist is responsible for enhancing the end-to-end customer journey by driving initiatives that improve customer satisfaction, loyalty, and retention. The role focuses on mapping the customer journey, managing touchpoints across sales and service, and leading the implementation of CRM strategies and customer care standards across the dealership network. This position plays a key role in building lasting relationships with customers and ensuring a seamless, engaging experience at every stage of their lifecycle.

Key Responsibilities:

Customer Experience & Journey Mapping

• Analyze and design customer journey touchpoints from lead generation to post-sales service.
• Identify friction points in the customer lifecycle and implement solutions to enhance satisfaction.
• Collaborate with marketing, sales, and service teams to ensure brand-aligned, consistent experiences.

Customer Care Management

• Oversee customer service processes and ensure resolution of complaints and inquiries in a timely, empathetic manner.
• Establish and maintain customer care standards across all branches.
• Implement feedback loops, surveys, and satisfaction assessments (e.g., NPS, CSI).

CRM Operations

• Manage and optimize the CRM system to improve lead conversion, customer follow-up, and data accuracy.
• Segment customer data and launch targeted campaigns for sales, service reminders, loyalty programs, etc.
• Train staff on CRM best practices and ensure adoption across teams.

Analytics & Reporting

• Monitor KPIs such as Customer Satisfaction Index (CSI), retention rates, resolution time, and engagement levels.
• Provide insights and recommendations to improve experience and retention.
• Prepare monthly dashboards and present findings to senior management.

Continuous Improvement

• Stay up to date with industry best practices and local consumer expectations.
• Propose and lead customer-centric initiatives and digital tools that elevate the customer experience.

Qualifications & Experience:

• Bachelor’s degree in Business, Marketing, Customer Relations, or related field.
• 3–5 years’ experience in Customer Experience, CRM, or Customer Care—preferably in automotive.
• Experience with CRM platforms (e.g., Salesforce, Microsoft Dynamics, or local systems).
• Strong understanding of customer behavior in the South African market.

Skills & Competencies:

• Strong analytical and problem-solving skills
• Excellent communication and customer service mindset
• Tech-savvy with CRM and digital tools
• Ability to coordinate across functions and influence stakeholders
• Fluent in English (additional South African languages are a plus)