CX Operations Manager

job Description

Key Focus & Role Description:

The role is responsible for championing opportunities to consistently improve the quality of customer experience. It involves the harvesting of customer feedback, analysis and recommending innovative ways to drive and achieve the Groups customer experience strategy.

Key Result Areas:
-Methodically operationalize, align and implement OMAR CX strategies across the business units.
-Conduct experience measurements that will provide valuable insights, issues, and opportunities, and use measurement metrics to track and measure service improvements over time.
-Customer journey mapping of processes and product to ensure an unfragmented and consistent customer experience across all touchpoints and at all stages of the customer journey.
-Develop CX training plans and trains and influences stakeholders and staff to support and deliver on a quality customer experience.
-Review and evolve processes used to track, oversee, and organize interaction between customers and the BUs across online and offline channels, devices, and touchpoints.
-Raising red flags wherever business processes need correction or attention to ensure the customer has seamless experience with the respective BUs.
-Collaborate across departments in the development, design and deployment of customer related products and services to ensure a consistent and quality customer experience.
-Liaise with internal teams to ensure that gaps in CX and customer pain points are addressed in the customer journey.
-Conduct regular market research to allow for measurement of the Group BU’s against “best in class” competitors.
-Aligning customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.
-Identifying customer needs and taking proactive steps to maintain positive experiences.
-Analyzing customer feedback on product ranges and new releases, as well as preparing reports.

Duties and Responsibilities

Brand Positioning
Assist in achieving brand positioning and contribute ideas to brand plans.

Marketing Campaign Development
Coordinate activities of subcontractors and suppliers and act as their primary point of contact while working within an established contract to deliver successful advertising, promotion, and other marketing campaigns.

Cost Management
Manage costs (including managing budgets, identifying variances, valuing completed works, and overseeing supplier payments) to help control costs and ensure value for money.

Supplier Management
Monitor, review, and highlight any gaps in the performance of a portfolio of smaller suppliers to recommend and ensure delivery of improvements by suppliers or to renegotiate or change contract/supplier.

Events Development and Design
Contribute to the generation of new ideas and topics for conferences and events; develop detailed proposals and business cases that support company marketing plans.

Brand Strategy and Effectiveness
Manage brand(s) and implement brand plans within brand guidelines, and analyze and report on brand effectiveness to the business.

Marketing Communications
Contribute to the development and delivery of marketing communications campaigns across all media to support the business plan and increase sales.

Marketing Impact Assessment
Collect customer and market data that contributes to the review of marketing activities.

Multiagency Work
Work collaboratively with other professional teams and over organizational boundaries to ensure service users experience cohesive and seamless support to meet their needs.

Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Qualifications and Experience

Experience:
Minimum of 2 years’ experience in marketing, sales, or customer services /customer experience
Knowledge of Old Mutual Zimbabwe Group products.
Strong working experience in a customer service environment.
Highly CX networked

Competencies:
Technical Knowledge, Team Orientation, Ownership, Initiating Action, Gaining Commitment, Client Focus. Collaboration, Execution, Decision making, Strategy formulation, Articulating information, Data analysis, Inviting feedback, Reporting.

Competency Requirements:
CX technical Knowledge
Proficiency in relevant computer applications
Reporting
Decision Making

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent