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Customer Experience Manager - Freelance

at Creative Spark in Johannesburg

Creative Spark is a fast-growing digital specialist agency based in Cape Town and Johannesburg. Its key clients include Philips, Heineken, Kimberly Clark, Clickabet, Medscheme (AHL), ABI and ETV. The agency also publishes the renowned, award-winning memeburn.com. The agency specialises in three key areas: Digital Strategy, Digital Content Marketing, and Build (web, app development). Since the company was acquired by M&C Saatchi PLC (UK) in 2015, the agency has been experiencing a positive growth curve, and it is looking for senior talent to participate in this exciting journey of growth

Role & Function:

Reporting to the executive leadership of the Agency, the primary objective of this role will be to lead customer experience (CX) programmes for Agency clients.

Working collaboratively with the Strategy, Creative and Programme Director, the role will require the development and delivery of innovative customer experience programmes for Agency clients through the creation of consistent experiences across all touchpoints aligned to business objectives and goals.

Key duties:

  • Drive and develop an integrated, omnichannel customer experience framework that encompasses all customer interaction touchpoints across the customer journey.
  • Develop customer personas using data and insights for behavioural analysis, targeting and segmentation.
  • Develop a 360 degree view of customers through the design of customer journeys / experience framework, plotting user journeys across touchpoints and optimising interactions from a customer perspective to foster loyalty.
  • Develop a phased roadmap and governance framework to prioritise opportunities and manage rollout.
  • Ensure CX alignment across multiple workstreams (if required)
  • Identify upselling of data/analytics opportunities to ensure integration across platforms and alignment to the client’s core business objectives. * Support UX, design and development teams through CX oversight and product testing • Regularly assess the clients’ sales, marketing and service departments are working together to deliver a seamless customer experience.
  • Continually understand, define and refine the customer base and user personas as required
  • Regularly gather customer feedback, analyse and adapt to enhance CX practices already put in place.
  • Attend scheduled management and governance meetings in Johannesburg or Cape Town (as required) * Attend ad hoc project milestone meetings and workshops in Johannesburg

Skills Required

  • Solid business and management acumen
  • Demonstrate problem-solving, analysis and resolution at strategic and functional levels
  • Minimum of five years’ experience in marketing, customer service and analysis of customer data
  • Experience in and/or understanding of financial/insurance services and medical scheme administration industry
  • Deep understanding of customer loyalty management, customer relationship management and customer value management to improve customer experiences
  • Working with Microsoft Dynamics 365 or similar enterprise omnichannel CX management software.



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Published at 19-10-2017
Viewed: 1589 times