Responsibilities:
- Develop detailed maps of the customer journey across all stages and touchpoints.
- Analyze customer interactions and identify key pain points, opportunities for improvement, and areas for innovation.
- Collect and analyze customer feedback, behavior data, and performance metrics to gain insights into the customer experience.
- Use data to inform decision-making and prioritize improvements.
- Develop and implement strategies to enhance the customer journey and improve overall satisfaction.
- Collaborate with marketing, sales, product, and customer service teams to ensure a consistent and seamless customer experience.
- Lead and manage projects aimed at improving customer experience, ensuring they are delivered on time and within budget.
- Coordinate cross-functional teams to execute customer experience initiatives.
- Identify and implement best practices for customer engagement and satisfaction.
- Drive continuous improvement initiatives based on customer feedback and performance data.
- Communicate findings, strategies, and recommendations to stakeholders at all levels of the organization.
- Work closely with leadership to align customer journey strategies with business goals.
- Leverage CRM systems, customer experience platforms, and other technologies to enhance and streamline the customer journey.
- Stay up-to-date with industry trends and advancements in customer experience technology.
- Provide training and support to internal teams on customer journey best practices and tools.
- Foster a customer-centric culture within the organization.

Prerequisite Experience:
- Relevant tertiary qualification in Marketing/IMM/Business Management/ (Essential).
- Grade 12 or equivalent (Essential).
- 1 - 3 years’ experience in a senior Marketing/CRM role (Essential).
- Basic knowledge of data analysis experience (Desirable).
- Relevant industry experience (Desirable).
- Knowledge of marketing & communication processes.
- Knowledge of customer relationship management/loyalty.
- Knowledge of customer management life cycle.
- Knowledge of market research/research & analytics/quantitative data and trend analysis.

Job Related Skills Required:
- Knowledge of UX/UI principles
- Experience with journey mapping tools
- Computer skills
- Verbal & written communication skills
- Presentation skills
- Project Management skills
- Detail consciousness
- Interpersonal skills
- Data and trend analysis skills
- Interpersonal & networking skills
- People leadership skills

*Only shortlisted candidates will be contacted* If you do not receive any response after two weeks, please consider your application unsuccessful*