Digital Experience Specialist

SUMMARY:

Our client, a reputable omni-channel retail company with their head office based in Cape Town is seeking a talented Digital Experience Specialist who will be responsible for monitoring the stability and availability of the digital platforms, to ensure the best digital experiences for the customers.

POSITION INFO:

The purpose of the role is to drive change from a traditional "phone-based" call centre to a fully integrated digital call centre - where customers service is digital and exceptional. The role will require an individual that is passionate and understands digital marketing (email, Facebook google), has worked with service aggregation tools like (Freshdesk, Zendesk), loves the numbers and is passionate about great customer service.

Key Performance Areas:

Deliver on Digital Operational Strategy

• Support all Social Media, and other communication channels within the Freshworks space
• Work with Brand/Marketing to ensure all support platforms are aligned with the brand
• Ensures collection and syndication of ratings & reviews across categories
• Provides ongoing recommendations to the Operational teams on how to improve both CX and processes within the Digital space
• Become a suject matter expert in our digital CX solutions (Freshdesk/FreshChat)Take responsibility for populating content into existing templates as required

Process design, development and management

• Monitor existing processes and make recommendations to improve current processes that impact deliverables
• Develop, build, test and implement processes within FreshWorks support platforms
• Develop and update processes and SOPs for various teams and functions across the Digital Strategy department

Enhance customer experience

• Liaise with Marketing, Sales and Product development teams to ensure brand consistency
• Formulate new methodologies to ensure customers receive excellent timeous service
• Create and maintain help documents and user manuals for tasks performed by both the digital team and key stakeholders.
• Implement a NPS like strategy for digital customer expereince
• Conduct training sessions for the operations team and any FreshWorks super-users 

Digital Project Management

• Manage the delivery of multiple Digital Marketing projects
• Track timing, milestones and budget of individual projectsWork with stakeholders to define project scope and characteristics and coordinate the project team and support functions

Reporting and Analysis

• Monitor and report on analytics metrics
• Highlight potential risks or malfunctions and act proactively to resolve issues
• Define and create reporting that exposes inadeqacies and implement chages to improve
• Work with Business Intelegence
• Seek opportunities for improvement and suggest new projects

NB! This job is now closed. You can apply for other jobs by uploading your CV.