ROLE PROFILE

JOB TITLE:Customer Experience Manager

REPORTING LINE:GM MaM

ROLE PURPOSE

To plan, design, monitor and manage the JHC customer experience by supporting departments to deliver the JHC brand experience. The overall function is to champion that all clients of JHC have an experience that is consistent with the JHC values and purpose.

JOB GRADE: D1

ROLE DELIVERABLES

KEY PERFORMANCE AREA / ACTIVITIES
Customer Experience Strategy and Implementation Planning /
  • To develop the customer experience strategy by understanding the overall JHC marketing strategy, contributing to the customer segments, strategy, trends and patterns, identifying areas for strategic development, developing a strategyand submitting for approval annually
  • To develop the customer experience journey and implementation plan by analysing the strategy, identifying the key initiatives to achieve strategic implementation, developing initiatives to address challenges and inefficiencies in the customer journey, developing the customer experience implementation plan and budget and submit for approval annually

Customer Experience Management /
  • To manage the implementation of the customer experience plan by defining the key deliverables in line with the plan, sourcing and appointing the key resources to implement the plan and managing implementation in line with the agreed initiatives, programmes, budgets and timeframes weekly
  • To quality check the customer experience by conducting research on customer service trends, complaints and patterns, identifying gaps and opportunities for improved customer experience, developing strategies to implement these initiatives, tracking implementation and measuring the impact of the initiatives as required
  • To define customer experience standards by developing frameworks and measures, engage with departments on the standards, train departments on customer experience measures and track implementation monthly
  • To manage the customer complaints process by analysing and interpreting the trends and patterns in customer complaints,reviewing the quality of response and follow up, liaising with the departments to provide feedback monthly
  • To support departments to deliver the JHC customer experience by identifying the people, process and technology solutions and requirements to deliver the experience and develop and provide input into solutions to address the people, process and technology approaches and experiences as required
  • To manage the digital customer experience by reviewing the design and development of the interface, monitoring and addressing misalignment with the JHC brand, making suggestions on improvements and tracking and reporting on the impact on customer experience as required
  • To manage the customer experience and engagement process around new products by reviewing the products and the customer interface, testing alignment with the JHC brand, reviewing customer feedback, providing input on improvements and liaising with departments to provide them with support as required
  • To support departments’ understanding of the JHC customers by developing and augmenting customer segmentation and buyer behaviour patterns and communicating this as required

Customer Experience Training Management /
  • To manage the development of JHC training processes by defining the training needs, managing and/or implementing the development and delivery of training and monitoring the evaluation and impact of training as required
  • To manage the implementation of the JHC brand within departments and service providers by sourcing and appointing service providers to train and/or trainingstaff and service providers, tracking the implementation of the JHC brand and values in the JHC and service providers and implementing reinforcement and corrective actions as required

Relationship Management /
  • To build and maintain relationships with departments by engaging with departments, understanding their requirements, addressing any feedback received, providing inputs and information as required

ROLE REQUIREMENTS

Qualifications and Experience

  • Minimum a Bachelor’s Degree or equivalent in commerce, marketing or similar is required
  • Minimum of 5 years’ experience in analysing customer experience is required
  • Minimum of 5 years’ experience in marketing, customer service or similar is required

Competencies

Competency / Level Required
Professional Competencies
Cognitive Ability / 3
Influencing / 3
Attention to Detail / 3
Organisational Awareness / 3
Planning and Organising / 2
Advocacy/Negotiation
Organisational Effectiveness (Business Improvement)
Monitoring and Control / 3
Direction Setting / 2
Dispute Resolution
Problem Solving / 2
Negotiation
Research, Information Analysis and Policy
Project Management
Project Finance Management
Business Processes / 2
Technology Usage / 2
Use of Basic Technology and Equipment / 3
Data Processing and Analysis / 3
Procurement / 2
Budgeting / 2
Labour Relations
Information Management
Knowledge Management
Legal Research and Analysis
Development Management
Public Consultation
General Maintenance
Personal Competencies
Action and Outcome Orientation / 3
Change Management / 3
Resilience / 3
Accountability and Ethical Conduct / 3
Ethics and Professionalism / 3
Service Competencies
Service Delivery Orientation / 4
Interpersonal relationships / 3
Written Communication / 3
Oral Communication / 4
Client Orientation and Customer Focus / 4
Leadership Competencies
Strategic Capability and Leadership / 2
Impact and Influence / 2
Coaching and Mentoring
Team Orientation / 2

KEY INFLUENCES

Internal

  • All JHC Departments
  • Customer experience agents

External

  • Tenants
  • Customers
  • Service providers

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