Customer Experience & Engagement Lead

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

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.