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 CSI
Qualification, 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
