Job title : Senior Specialist: Customer Touchpoint Manager
Job Location : Gauteng, Johannesburg
Deadline : November 21, 2024
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Purpose
- The Customer Touchpoint Manager is responsible for designing, managing, and optimizing all customer interaction points to ensure a seamless and engaging customer experience.
- This role involves analyzing customer journeys, implementing strategies to enhance customer satisfaction, and collaborating with various departments to ensure consistency and excellence across all touchpoints.
Key Responsibilities
- Customer Journey Mapping: Analyze and design the entire customer journey to identify and optimize key touchpoints.
- Data Analysis: Use data to understand customer behaviors and preferences, and to measure the effectiveness of different touchpoints.
- Coordination: Work with various departments (marketing, sales, customer service, etc.) to ensure a consistent and integrated customer experience.
- Feedback Management: Collect, analyze, and respond to customer feedback to continuously improve touchpoints.
- Strategy Development: Develop and implement strategies to enhance customer engagement and satisfaction.
- Technology Integration: Leverage technology to improve and innovate customer interactions.
- Performance Metrics: Establish and track key performance indicators (KPIs) to measure the success of touchpoint strategies.
- Training: Train and support staff to ensure they understand the importance of touchpoints and how to manage them effectively.
- Customer Communication: Develop clear and consistent communication strategies across all touchpoints.
Key Competencies
- Analytical Skills: Ability to analyze data and derive insights to improve customer touchpoints.
- Communication Skills: Excellent verbal and written communication skills to convey strategies and feedback effectively.
- Customer-Centric Mindset: Focused on understanding and meeting customer needs and expectations.
- Project Management: Strong project management skills to oversee initiatives across multiple touchpoints.
- Technical Proficiency: Familiarity with CRM systems, data analytics tools, and other relevant technology.
- Problem-Solving Skills: Ability to identify issues in the customer journey and develop effective solutions.
- Collaboration: Strong interpersonal skills to work with different teams and departments.
- Adaptability: Ability to adapt to changing customer behaviors and market trends.
Minimum Experience
- 3 – 5 years experience in a similar environment, of which 1 – 2 years at junior management level
Minimum Qualifications
- Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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