Customer Experience Administrator-Ster-Kinekor

REPORTING TO

Head of Customer Experience

REPORTING STAFF

0

KEY STAKEHOLDERS

Divisions within Ster-Kinekor

Vendors

All customers/Clients/Consumers

PURPOSE STATEMENT

The Customer Experience Manager will be responsible for supporting the Head of Cx to execute the company Cx strategy. This includes driving a customer centric culture, optimizing Cx data, MI and insights to drive customer focused decision making, enhancing effective service recovery, design and enable solutions that will drive service excellence across all touchpoints, and act as a thought leader on all customer experience projects across the company.

MINIMUM REQUIREMENTS

Education

Must have Matric and preference will be given to any Cx training
Preferably NQF 6 equivalent in Marketing, communication or Business administration

Systems

General Computer Literacy
MS Project
CRM
BI Reporting Tools

Working Experience

3 – 4 years working in Customer Experience

TASKS

MAIN OUTPUTS AND RESPONSIBILITIES

KPA 1

Optimise Cx MI, reporting and insights

Enhance current VOC tools to provide both actionable insights and a front-line measurement tool
Implement real-time, accessible VOC reporting at all levels of the business
Execute customer feedback reporting across multiple channels
Manage the VOC supplier according to agreed KPIs
Identify customer pain points and drive corrective action by partnering with the relevant teams
Contribute to the development of new customer experience KPIs, metrics and tracking methodologies that provide complete customer journeys

KPA 2

Supporting the orchestration of Cx across the business

Support the Head of Cx in orchestrating Cx improvements across the organization by:

Conducting surveys internally and through external suppliers
Co-facilitating workshops and training sessions
Design and enable companywide people engagement campaigns supported by creative communication plans
Engage and influence key stakeholders across the business to drive Cx improvements and remove customer pain points
Work with L&D to design Cx training solutions

KPA 3

Enable effective service recovery across all touchpoints

Enable effective service recovery through front-line training
Enabling First call resolution at both Cinema and call Centre touchpoints
Manage escalations, exceptions and SLAs across the network
Enhance social media management
Investigate self-service options to reduce cost to serve

KPA 4

Enable and manage research initiatives

Design, implement, communicate and drive insight gathering initiatives e.g. Mystery Shopping, customer and employee focus groups, across all touch points
Drive Competitive analysis and insights
Manage all research supplies according to their KPIs

KPA 5

Supporting a virtual team of customer care agents and regional stakeholders to deliver service excellence and meet all Cx targets

Identify and co-ordinate with the various business unit’s key champions that will have the ability to drive and maintain the CX strategy within the organisation
Deploy various roll out strategies that are relevant to the business, region or management style to drive Cx initiatives and Cx improvements
Monitor the performance and provide coaching aids to ensure the meeting of all Cx targets

KPA 6

Aligning Cx initiatives with Brand and Marketing plans

Drive brand positioning with all customer facing staff
Implement Cx enhancing programmes like rewarding and delighting staff and customers
Implement the brand promise, identity and values to staff to drive consistency of Cx across the business

COMPETENCIES

KNOWLEDGE AND SKILLS

Strong analytical skills
Critical thinking skills
Excellent documentation and specification skills
Strong personality to drive the required culture change
Strong communication skills; capable of understanding and interpreting customer marketing, sales and service related processes
Ability to articulate requirements in a simple yet effective manner for ease of understanding and onboarding
Pragmatic, practical approach to quick wins as well as well-thought through decisions for long term vision
Persistent to ensure implementation
Ability to work well with teams to gain their feedback and work in a coordinated fashion
Project Management skills
CX strategies and knowledge of trends
Customer Journey mapping and associated tools
Customer Research basics

KEY

ATTRIBUTES

Customer focus
Business Project management skills
Managing and Measuring Work
Functional/Technical Skills
Passion for service excellence
Clear approach to gain insight and build appropriate tasks to deliver on goals
Drive for results, continuous improvement and sustainability
Drive for implementation and on the ground action
Eye for detail
Ability to get the job done
Problem solver
Integrity & trust


Apply Here http://bit.ly/2vlK81t

Job id : , #68357, 220 views,

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