Role: Digital Marketing –CX Specialist

Responsibilities:

1. Enhance customer experience by developing guest experience programs

2. Tabulate and analyse customer experience data and insight

3. Coordinate with customer support for issue resolution, monitor online reviews, analyze customer satisfaction metrics

4. Conduct market research to understand customer requirements

5. Work alongside data analyst to continuously innovate and enhance CX

6. Define business and workflow requirements related to customer experience

7. Customer Journey Mapping: Analyze and map customer interactions across different channels to identify pain points and opportunities for improvement

8. Customer Feedback Analysis: Collect, analyze, and interpret customer feedback and data to gain insights into their needs, preferences, and satisfaction levels

9. Customer Satisfaction Enhancement: Develop and execute strategies to improve customer satisfaction and loyalty, considering the entire customer lifecycle

10. Process Improvement: Collaborate with cross-functional teams to streamline processes and enhance efficiency in delivering exceptional customer experiences

11. Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and ensuring their perspectives are considered in decision-making

12. Social Guest Engagement: Create creative vision and execute on social media strategy to engage guests and build social community

13. Training and Support: Provide training and support to internal teams, ensuring a consistent understanding and delivery of exceptional customer experiences

14. Metrics and Reporting: Define and track key performance indicators (KPIs) to monitor customer experience metrics and provide regular reports to management, highlighting areas for improvement and success

15. Customer Communication: Develop effective communication strategies to engage and educate customers, including the creation of customer-centric content and materials

16. Customer Retention: Collaborating within the marketing team to develop targeted campaigns and retention initiatives aimed at minimizing churn and increase customer lifetime value

Required Skills & Experience:

1. 3 years of experience in a customer experience role

2. Strong understanding of Digital Marketing

3. Experience performing customer feedback & data analysis

4. Able to work in a fast-paced, challenging environment.

5. Excellent verbal, written, and presentation skills with the ability to work effectively with all levels within the company

6. Excellent organizational skills with the ability to manage multiple priorities and projects to meet established deadlines

7. Proficient with all Microsoft Office applications with the ability to learn new and existing company-specific software applications to compiling and analyzing qualitative and quantitative data for making insightful recommendations