Cape Town: Customer Journey Mapping Manager posted by Merand Corbett & Associates
Posted on 2025-05-12 00:00:00
| Employer | Merand Corbett & Associates |
|---|---|
| Category | Other IT/Computer |
| Location | Western Cape / Cape Town |
Job Summary
– Develop detailed maps of the customer journey across all stages and touchpoints.
– Analyze customer interactions and identify key pain points, opportunities for improvement, and areas for innovation.
– Collect and analyze customer feedback, behavior data, and performance metrics to gain insights into the customer experience.
– Use data to inform decision-making and prioritize improvements.
– Develop and implement strategies to enhance the customer journey and improve overall satisfaction.
– Collaborate with marketing, sales, product, and customer service teams to ensure a consistent and seamless customer experience.
– Lead and manage projects aimed at improving customer experience, ensuring they are delivered on time and within budget.
– Coordinate cross-functional teams to execute customer experience initiatives.
– Identify and implement best practices for customer engagement and satisfaction.
– Drive continuous improvement initiatives based on customer feedback and performance data.
– Communicate findings, strategies, and recommendations to stakeholders at all levels of the organization.
– Work closely with leadership to align customer journey strategies with business goals.
– Leverage CRM systems, customer experience platforms, and other technologies to enhance and streamline the customer journey.
– Stay up-to-date with industry trends and advancements in customer experience technology.
– Provide training and support to internal teams on customer journey best practices and tools.
– Foster a customer-centric culture within the organization.
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.
– Knowledge of customer management life cycle.
– Knowledge of market research/research & analytics/quantitative data and trend analysis.
Job Related Skills Required:
– Knowledge of UX/UI principles
– Experience with journey mapping tools
– Computer skills
– Verbal & written communication skills
– Presentation skills
– Project Management skills
– Detail consciousness
– Interpersonal skills
– Data and trend analysis skills
– Interpersonal & networking skills
– People leadership skills
*Only shortlisted candidates will be contacted* If you do not receive any response after two weeks, please consider your application unsuccessful*
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