Management Consultant - Customer Experience Strategy

Placements24; Mossel Bay; Ibrido; ZAR 900.000 - 1.300.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work model

Health and wellness benefits

Retirement savings plan

Paid time off

Professional development

Descrizione del lavoro

Placements24 is seeking a Management Consultant to focus on Customer Experience (CX) Strategy in Mossel Bay, Western Cape. This hybrid role blends office collaboration with remote flexibility, and you will help clients design, implement, and optimize customer journeys across touchpoints.

The ideal candidate has deep knowledge of customer behavior, digital engagement, and service design, and will work with diverse brands to elevate satisfaction, loyalty, and brand perception through actionable CX

Competenze

• Bachelor's or Master's degree in Marketing, Business Administration, Psychology, or related field.
• Minimum of 5 years in customer experience management, marketing strategy, or consulting.
• Proven track record of developing and implementing CX strategies that drive measurable results.
• Strong knowledge of customer journey mapping, service design, and UX principles.
• Excellent analytical and problem-solving skills with data interpretation.

Mansioni

• Conduct customer research, journey mapping, and persona development to understand customer needs.
• Develop comprehensive CX strategies aligned with business objectives and brand identity.
• Design and implement customer-centric initiatives across digital and physical channels.
• Advise clients on best practices in customer service, engagement, and loyalty programs.
• Measure and analyze customer feedback and operational data to track CX performance.
• Collaborate with marketing, sales, and service teams to ensure a unified customer experience.
• Facilitate workshops and co-creation sessions with clients to generate CX innovation.
• Stay updated on trends shaping the future of customer experience.
• Present findings and recommendations clearly to client stakeholders.

Conoscenze

Customer research

Journey mapping

CX strategy

CRM systems

Analytics

Communication

Facilitation

Cross-functional collaboration

Formazione

Bachelor's or Master's in Marketing/Business/ Psychology

Strumenti

CRM systems

CX analytics tools

Descrizione del lavoro

About the Role

Our client, a renowned management consultancy, is seeking a passionate Management Consultant to focus on Customer Experience (CX) Strategy. This role is based in the scenic coastal city of Mossel Bay, Western Cape, and offers a Hybrid work arrangement, blending office collaboration with remote flexibility. You will be instrumental in helping clients design, implement, and optimize customer journeys across all touchpoints. The ideal candidate has a deep understanding of customer behavior, digital engagement, and service design principles. You will work with diverse clients to elevate their customer satisfaction, loyalty, and overall brand perception, driving business growth through exceptional customer experiences. This role requires a creative thinker with strong analytical skills to translate customer insights into actionable strategies.

Key Responsibilities

• Conduct customer research, journey mapping, and persona development to understand customer needs and pain points.
• Develop comprehensive CX strategies aligned with business objectives and brand identity.
• Design and implement customer-centric initiatives across digital and physical channels.
• Advise clients on best practices in customer service, engagement, and loyalty programs.
• Measure and analyze customer feedback and operational data to track CX performance.
• Collaborate with marketing, sales, and service teams to ensure a unified customer experience.
• Facilitate workshops and co-creation sessions with clients to generate CX innovation.
• Stay updated on the latest trends and technologies shaping the future of customer experience.
• Present findings and recommendations clearly and persuasively to client stakeholders.

Requirements

• Bachelor's or Master's degree in Marketing, Business Administration, Psychology, or a related field.
• A minimum of 5 years of experience in customer experience management, marketing strategy, or consulting.
• Proven success in developing and implementing customer experience strategies that drive measurable results.
• Strong understanding of customer journey mapping, service design, and user experience (UX) principles.
• Excellent analytical and problem-solving skills, with the ability to interpret customer data.
• Superb communication, presentation, and facilitation skills.
• Experience with customer relationship management (CRM) systems and CX analytics tools.
• Ability to work collaboratively in a team environment and manage client expectations.
• A passion for understanding and improving customer interactions.

Benefits

• Competitive salary package and performance-based incentives.
• Comprehensive health and wellness benefits.
• Retirement savings plan.
• Generous paid time off and opportunities for professional development.
• Work on exciting projects that shape customer interactions for leading brands.
• A Hybrid work model combining office presence in Mossel Bay, Western Cape with remote flexibility.
• Be part of a supportive and innovative consulting team.