MAIN RESPONSIBILITIES
- Being a champion for customer obsession at our organization – you see and narrate everything through the lens of the customer.
- Review experiential touchpoints to improve customer path.
- Identify ways to retain the existing pool of customers through different engagement channels to increase loyalty and satisfaction.
- Establish and manage our voice of customer programme – set up and track customer sentiment by product and life stage, gathering feedback to support improvements at each stage in the journey. Helping us better understand drivers of brand overall.
- Track and quantify/inform real time customer issues to be prioritised for fixes
- Develop journey maps of our existing propositions and ID pain points and areas for enhancement
- Explore opportunities to improve the overall brand experience for customers who buy multiple products, and how we can better foster loyalty
- Along with the brand team, regularly review our customer facing content to ensure they’re accurate and deliver the best possible experience
- Relay actionable insights to relevant stakeholders in engaging and digestible formats – whether with tools and systems, reports, dashboards, or presentations
- Analyse the pre-and post-purchase customer journey to identify gaps and improvements using basic analytical and statistical techniques • Combine qualitative sentiments with quantitative data to deliver more powerful presentations and recommendations • Relay actionable insights to various teams and influence customer-impacting initiatives
- Spot gaps in available customer data and implement mechanisms for collecting customer sentiment
- Contribute to the positive culture and cohesive team spirit at our organization as a special place to work.
Interested candidates kindly send your updated CV to info@sixdegreeconsulting.com.
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