Global Grade 10
Isando Aftermarket, ZA
Full-
Time: Aftermarket
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