Key Output Maintain CX data system – customer complaints and reporting Develop and manage new customer loyalty projects within acceptable timelines Collate, enhance and manipulate raw data for higher level analysis for senior management Maintain customer experience data to calculate the low levels of customer loyalty.
Execution of CX strategy Managing internal stakeholder relationships Analysing and reporting on CX results, including deep dives Development and implementation of Customer Journey Maps Presenting to LOB Managers and Senior Management Coordinate market research Development and execution of action plans based on research results Managing CX reports Managing relationship with Caterpillar DSD Drive CX awareness and culture within the organisation Managing service providers Drive NLS and CSIQualification, Experience And Competencies Customer Experience qualification Three-year marketing degree or equivalent advantageous Three years working experience in customer experience Three years Barloworld Equipment knowledge and understanding of organograms advantageous Project management experience Strong analytical skills Innovative problem solving Liaison and relationship building Planning Organising and monitoring Drive and resilience Follow through with tasks
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