Customer Experience Manager

About the job Customer Experience Manager

Customer Experience Manager

We are a proudly South African investment company focusing on Technology, Media, Telecommunications, and Financial Services. Our employees are always at the forefront of business technology, and we count on them to use their knowledge and skills to move our company from strength to strength.

In this role, you will drive increase in customer value, improving engagement, product adoption, and retention. You will gain valuable insights based on customer data to drive new acquisitions, reduce churn, manage retention, and improve customer experience. The role focuses on maintaining and strengthening relationships after the sale or service process is complete.

The position requires collaboration across the organisation, a technical mind, and business experience, anticipating needs and associated risks.

• Work with and have a deep understanding of the CDP (Customer Data Platform) and Martech software chosen by Ignition.
• Drive CRM initiatives and oversee the execution of campaigns.
• Act as the liaison between IT and the data team to create consumer segments for campaigns.
• Maintain and improve data management processes and accuracy.
• Monitor relationships with existing customers through CRM systems (e.g., CLV (Customer lifetime value and churn)).
• Increase retention and reduce churn of our customer base.
• Ensure the CRM system provides an effective sales funnel.
• Develop and implement marketing techniques that drive new customer acquisition.
• Set specific marketing strategies to retain customers and set customer expectations and revenue goals.
• Identify customer demands and requirements.
• Develop plans to address customer specific needs.
• Cross‑sell products and services to the customer.
• Plan and manage multichannel marketing campaigns.
• Suggest new methods to address customer needs.
• Track marketing metrics and trends, such as conversion rates and web analytics.
• Conduct market research to follow trends and competition.
• Define and implement simple and agile processes to enable high‑quality deliverables.
• Accelerate internal alignment and team cohesion while mitigating risk.
• Create and deliver multi‑stream technical engagements with customers.
• Advise the business on strategies to accelerate innovation.
• Assist teams in delivering strategic projects.
• Identify and pursue organic growth opportunities.
• Understand our competition and strategise accordingly.
• Create and deliver executive‑level detailed status reports.