Customer Journey Manager

The Customer Journey Manager reports directly to the Customer Experience HOD. This position is responsible for providing input based on information gathered from the client database that can be used in direct marketing campaigns to improve the customer experience, drive retention and loyalty in our VAS product offering.

They must translate the corporate strategy into a workable customer experience strategy for our non remittance products across all brands.

The position is also responsible for analysing the customer life cycle and touch point interactions for the Company's brand in order to provide recommendations for where a more customer centric approach can be beneficial.

Responsibilities:

● To build and manage the CRM strategy to attract, convert and retain customers.
● To ensure that the company achieves its value proposition for VAS products
● To gather an accurate understanding of customer experience
● To facilitate the customer experiences projects across all of the company and all customer touch points
● To build relationships with stakeholders in support of customer experience objectives
● To manage own professional and self-development

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 etc
● Knowledge of customer management life cycle
● Knowledge of market research/research & analytics/quantitative data and trend analysis

Job Related Skills Required:

● Computer skills
● Verbal & written communication skills
● Presentation skills
● Project Management skills
● Detail consciousness
● Interpersonal skills
● Data and trend analysis skills
● Interpersonal & networking skills