Description:
A well-known Long Term insurance company located in Menlyn Pretoria is looking to recruit a Senior Manager: Client Experience, this applicant must have 5 – 8 years’ experience in a client experience-related role of which 3-5 years’ experience must have been in a management capacity
Duties:
Ensure that the company meets its client engagement and experience goals
Building brand loyalty: Grow revenue & profitability: Generate insights: Integrate: Build a streamlined client experience across all departments. Future proof: Use the Client Engagement Program to function as a catalyst for a client-centric Assupol transformation.Strategic planning and client experience alignment
Determine client engagement and experience strategies and plans. Obtain a clear understanding of business objectives to strategies client engagement and experience efforts (contributes to the achievement of the business goals). Research and foresee market changes, and dynamism in client expectations and develop strategies to guide and live up to those expectations. Set client engagement and experience goals that are Specific, Measurable, Attainable, Relevant, and Time-bound (SMART Goals).Client journey planning and management
Visualize the end-user experience and then work backward to plan, strategise, and execute client experience efforts to deliver great experiences through each interaction and across touchpoints.
Data-driven problem solving
Take ownership and look at different problems in the client experience process and find the right solutions. Ensure that clients feel satisfied with the brand from the moment they show interest to well after they make a purchase or make a claim. Employ all the available data tools and technologies to gain insights that will help businesses deliver, manage, measure, and improve client experience. Understand data analytics and extracting useful or actionable information from it along with strong critical thinking skills is a power-packed combination for ensuring client experience gaps do not occur or are resolved efficiently. Do ongoing research into emerging market trends and what our competitors are doing to support client engagement and experience recommendations, decisions, and goals.Building the team with clear communication, interpersonal skills, networking, and influencing
Constantly collaborate/communicate with business leaders, team members, and important stakeholders to ensure all teams in the ...