Customer Journey Specialist
Minimum Requirements:
- Matric (Grade 12)
- Diploma (Communications / Marketing)
- 5 years of relevant experience
Responsibilities:
Customer Journey Management (20%)
- Drive sales conversion and customer lifetime value (purchases, repurchases, upsells, subscriptions) by implementing and optimizing best-practice customer journey management.
- Manage email drip campaigns in Mailchimp and Marketing Cloud by developing and implementing various journeys as needed.
- Customize and configure CRM marketing systems to meet the organization's specific needs.
- Implement and manage CRM systems to streamline customer interactions and improve overall efficiency.
- Set Email Marketing benchmarks and targets.
- Cross-functional team collaboration to ensure implementation and optimization of the customer journeys including briefing the copy, creative, and technical teams.
- Schedule promotional and ad hoc tactics across platforms.
- Ensure data accuracy, integrity, and security within the CRM platform.
- Format emails according to required standards, ensure high quality of emails, and follow the appropriate approval process.
Strategic Management and Support (25%)
- Provide support in terms of insight generation from the market, competitors, and performance to assist with strategic direction.
- Assist in creating systems and structures to support the broader business.
- Consistently explore new opportunities to remain relevant and ahead of our competitors.
- Develop and execute CRM strategies to enhance customer satisfaction and loyalty based on a very specific target audience.
- Utilize the platform's full targeting and segmenting capabilities to create customized journeys and content.
- Identify and implement initiatives to acquire new customers and retain existing ones.
- Collaborate with marketing teams to create personalized and targeted campaigns.
- Develop and coordinate an end-to-end, full-funnel customer journey strategy for healthcare, direct-to-consumer, and retail channels.
Data Tracking & Reporting (20%)
- Utilize analytics tools to generate insights and reports on customer behavior and engagement.
- Provide regular reporting on the performance of email campaigns and customer journeys.
- Provide insights and key learnings gained from the report.
- Provide clear next steps to ensure the optimal performance of these journeys.
- Analyze customer data to identify trends, preferences, and opportunities for improvement.
- Collaborate with marketing, sales, and customer service teams to leverage data for targeted campaigns and initiatives.
Continuous Improvement (25%)
- Stay informed about industry trends and best practices in CRM.
- Identify opportunities for process improvement and optimization of CRM systems.
- Continuous AB testing and optimization of journeys to deliver a high-performing and high-converting lead and customer nurture stream.
- Ensure content is updated according to the latest assets.
- Investigate other platforms to develop a more holistic journey with multiple touch points such as text campaigns and work with cross-functional teams to implement these additional touch points.
Marketing Administration (5%)
- Assist with overall digital marketing administration including finance requirements.
- Ensure that marketing folders are kept up to date and that all files are saved in the relevant folders.
- Assist with the management of the CRM accounts and marketing tools related to CRM.
- Assist the broader marketing team with general administrative tasks.
QMS (5%)
- Ensure that QMS guidelines are adhered to.
- Ensure that all supporting documents are kept to date.
- Ensure that all processes are kept relevant.
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