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Marketing Brand & Customer Experience Manager - FinChoice

Reference: 

FIC230

Location: 

Cape Town Southern Suburbs

Source: 

HomeChoice

Introduction:

The ideal candidate for this role will be responsible for overseeing the entire customer journey (both pre and post-sale) and developing a communication touch point strategy across the business to improve customer experience and service, creating delight and consistency across all customer engagements within FinChoice

Description:

Key Performance Areas (KPAs)

Ultimate brand custodian

  • Develop and drive the brand into a “digital first brand”
  • Understand the customers’ needs and trends in the market and build propositions around these
  • Critically review and challenge the creative execution to ensure we are communicating with “her” in the most effective manner

Creating a customer centric journey

  • Create a journey map for our customers experience across the entire business
  • Ensure consistency and customer delight across all engagements with the business
  • Drive digital transformation through self-service channels
  • Collaborate and develop a communication strategy with all customer facing departments (Customer Services, Telemarketing)

Customer satisfaction

  • Improve customer satisfaction levels and Net Promoter Score (NPS)
  • Reduce customer attrition rates and increase acquisition rates
  • Work with the digital team to embed the digitisation of customer query resolution (e.g. get your balance, pay your account, etc)

Strategic analysis & reporting

  • Work with the senior analyst to define and manage customer information in order to study the needs of the customer and apply appropriate strategies
  • Review and apply dashboards to measure customer satisfaction and service across the business

Business efficiency & ROI

  • Drive improved efficiencies through new touch point strategies
  • Manage ROI on all communications, new technologies, and operations

Project management

  • Deliver strategic and tactical project from concept to execution
  • Coordinate and facilitate with key stakeholders across the business

Requirements:

Qualifications & Accreditations

  • A Business Science / BComm / Marketing Degree / Humanities Degree

Experience & Skills

  • 4 - 5 Years’ experience in Marketing and / or Customer Service / Relationship roles
  • A very good understand of digital journeys and an understanding of how to interpret the digital customer experience
  • Exceptional cross functional team management skills
  • MS Office (Advanced Excel & Power Point)

Attributes & Behaviours

  • Passionate about customer experience, service and brand loyalty
  • Entrepreneurial and excited to take on new initiatives
  • Proven ability to handle multiple competing priorities and ability to adapt in flexible, fast paced environment
  • Ability to think big and deliver from concept to execution
  • Credible leadership skills for strong team and results orientated delivery
  • Excellent oral and written skills - demonstrated ability to influence audiences including those at senior leadership levels
  • Strong problem solving, attention to detail with solid organizational skills
  • Effective decision making ability based on data interpretation and business insights
  • Must be resilient, open to feedback and assertive
  • Relator and relationship builder

Industry: 

Banking

Job Type: 

Permanent

Date Posted: 

2017-11-01