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Reference : QR3421
Job Title : Customer Experience Transformation Manager
Sector Title : Marketing & Branding
Area : Johannesburg

A person who challenges the ordinary and seeks to innovate in learning while also balancing execution Will play a critical role within the Customer Experience Services Team partnering closely with regions/operations to drive and support key customer initiatives and help craft a worldclass experience Designs and develops training and communications material for the various audiences within the business

Key Performance Areas
Leading a virtual team of customer care agents to define understand and resolve issues
Identify and coordinate with the various business units key champions that will have the ability to drive and maintain the Customer Experience strategy within the organisation
The ability to deploy various roll out strategies that are relevant to the business region or management style
Monitoring of performance and providing of coaching aids to ensure compliance to the Customer Experience attributes

Clearly defining the project plan timelines and resource requirements
Align the development and training of the organisation in line with the Customer Experience strategy roll out
Measure and manage the roll out of the program within each region
Ensure that the program is project managed and updates provided on performance
Highlight to the relevant management areas the lack of support or lack of achievement of targets

Ensure that the Customer Experience strategy is adopted and understood
Design training material that translates the strategy into understandable relevant sizable learning aids that can be practically applied by role in the organisation
Design the attributes that must be measured by role

Providing strategic input and firm prioritization for the team
Assist the business with prioritizing key initiatives which will achieve the most results in the shortest time possible
Negotiating with business to identify the priorities that fits both he relevant organisation and Customer Experience strategies

Supporting the design and development of related metrics
Keep up to date with the service being delivered in the region as well as trends that need to be monitored
Reporting in detail the performance of individuals within a complex and complexes within a region

3 to 4 years working in the Customer Experience and training and development
2 to 3 years management level
2 to 3 Change management experience
Must have Matric
Preferably a Degree in Business Information Systems Marketing
Preferably NQF equivalent
MS Project
Training Design/ System
BI Reporting Tools

Salary Market related

Please forward updated resume in MS Word with your application Note if no correspondence is received within 6 weeks of your application please consider your application as unsuccessful


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