Customer Experience & Growth Architect

Switch Consultants; Durban; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Switch Consultants is recruiting a Customer Experience Manager in Durban to drive customer value, engagement, product adoption, and retention across channels. You will collaborate with IT and data teams to leverage the CDP and CRM for segmentation, campaigns and multichannel initiatives.

Lead data-driven marketing efforts, optimize customer journeys, manage churn, and deliver executive-level status reports to inform strategic decisions.

Qualifications

Responsibilities

• Understand the CDP (Customer Data Platform) and Martech software Ignition uses.
• Drive CRM initiatives and oversee the execution of campaigns.
• Act as the liaison between IT and the data team to create consumer segments for campaigns.
• Maintain and improve data management processes and accuracy.
• Monitor customer relationships via CRM to improve CLV and reduce churn.
• Ensure the CRM system provides an effective sales funnel.
• Develop and implement marketing techniques that will drive new customer acquisition.
• Set specific marketing strategies to retain customers and set customer expectations and revenue goals.
• Identify customer demands and requirements.
• Develop plans to address customer specific needs.
• Cross sell products and services to the customer.
• Plan and manage multichannel marketing campaigns.
• Suggest new methods to address customer needs.
• Track marketing metrics and trends, like conversion rates and web analytics.
• Conduct market research to follow trends and competition.
• Define and implement simple and agile processes to enable high quality deliverables.
• Accelerate internal alignment and team cohesion while mitigating risk.
• Create and deliver multi stream technical engagements with customers.
• Advise the business on strategies to accelerate innovation.
• Assist teams delivery of strategic projects.
• Identify and pursue organic growth opportunities.
• Understand our competition and strategizing accordingly.
• Create and deliver executive level, detailed status reports.

Job description

Switch Consultants is recruiting a Customer Experience Manager in Durban to drive customer value, engagement, product adoption, and retention across channels. You will collaborate with IT and data teams to leverage the CDP and CRM for segmentation, campaigns and multichannel initiatives.

Lead data-driven marketing efforts, optimize customer journeys, manage churn, and deliver executive-level status reports to inform strategic decisions.