Customer Journey Specialist

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.