Customer Experience Manager - Durban, South Africa - Talented Recruitment

Talented Recruitment

Verified Company

Durban, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

KwaZulu Natal, Durban
- (Negotiable)

Customer Experience Manager required to 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. Based in Umhlanga, Durban

Duties and responsibilities:

Work with and have a deep understanding of the CDP (Customer Data Platform) and Martech software
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 opportunities.
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.

IMPORTANT NOTICE

I hereby consent for Talented Recruitment to process my personal information as part of the recruitment process. Talented Recruitment shall take all reasonable measures to protect the personal information of applicants and for the purpose of this disclaimer "personal information" shall be defined as detailed in the Protection of Personal Information Act, Act 4 of 2013 ("POPIA").