Customer Experience Manager

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

About the job Customer Experience Manager

Customer Experience Manager

The role:

We are a proudly South African investment company focusing on Technology,

Media,

Telecommunications, and Financial Services. Our employees are always at the forefront of business technology, and we count on them to use their knowledge and skills, to move our company from strength to strength.

A Customer Experience Manager at the Ignition Group provides the means to drive the increase in customer value. Increase and improve customer engagement, product adoption, and customer retention. Gain valuable insights based on customer data to drive new acquisitions, reduce churn, manage retention, and improve customer experience.

A Customer Experience Manager is typically responsible for customer relationships after the sale or service process is complete, and they continue to work with customers to keep them up to date on products and services to maintain that relationship.

The position will require collaboration across the organisation to bring access to the service and further drive innovation in the engagement area. It will require both a technical mind and someone experienced in the business. There needs to be an ability to anticipate needs and associated risks.

The detail:

• Work with and have a deep understanding of the CDP (Customer Data Platform) and Martech software Ignition has chosen to work with.
• Drive CRM initiatives and oversee the execution of campaigns.
• Act as the liaison between IT and the data team to create consumer segments to identify campaign
• Maintain and improve data management processes and accuracy.
• Monitor relationships with existing customers through CRM systems i.e. CLV (Customer
• lifetime value and Churn). Increase retention and reduce churn of our customer base.
• 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.