Division: Commercial
Business Unit: Customer Engagement and NPS
Location: Kempton Park, Gauteng, South Africa
Reference Number: SAA240912-1
Job Type: Permanent
Job Purpose:
The Specialist Customer Journey is responsible for defining, designing, and enhancing customer journeys, ensuring excellent brand experiences and interactions at all touchpoints. The role involves creating customer relationships to increase value, optimizing the online customer experience, and supporting direct sales strategies to reduce agency fees and GDS costs.
Principal Accountabilities:
- Align the Customer Journey strategy with business goals.
- Provide input into the Commercial Strategy, ensuring adherence to best practices and market standards.
- Implement the Commercial strategy in the area of responsibility.
- Recommend policies, processes, and systems to enhance strategy implementation.
- Analyse cost drivers and recommend profitability improvements.
- Manage and control budgets and support cost containment.
- Identify ideal customer profiles and map customer journeys to spot experience gaps.
- Collaborate with internal stakeholders to enhance customer experience.
- Collect and analyse customer feedback to suggest improvements.
- Optimise technology to meet internal and external customer needs.
- Maintain strong stakeholder relationships and drive customer-centricity.
- Ensure Governance and Risk Management compliance.
- Drive continuous optimisation initiatives.
- Engage in benchmarking, research, and best practices to support commercial optimisation.
- Manage projects aimed at improving the Commercial unit.
- Act as a role model for the Airline’s values.
Qualifications & Experience:
- Education: Matric/Grade 12 (NQF level 4)
Bachelor’s degree in Strategic, Marketing, or Commercial Management (NQF level 7) or a related field. - Experience:
- 3-5 years in Marketing or Commercial roles.
- Proven success in a customer-focused, commercially driven environment.
- Market research and data analysis experience (advantageous).
Knowledge and Skills:
- Knowledge of loyalty programme marketing and customer service.
- Strong understanding of the customer journey lifecycle.
- Expertise in digital user experience.
- Customer-centric mindset with commercial and financial acumen.
- Skills in people management, strategic thinking, collaboration, and problem solving.
- Proficient in business communication, project management, and resource utilisation.
Attributes:
- Ability to engage in crucial conversations.
- Effective project management and facilitation of change.
- Commitment to delivering value and aligning with the company vision.
- Embraces team diversity and serves as a role model for company values.
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