Senior Specialist Customer Experience (6 months) - Roodepoort
Kamo Placements CC
Reference: JHB001440-N-1Conduct research, benchmarking and analysis on customer (passenger and cargo) intelligence and experience to identify, and advice on, new opportunities. Manage the resources and customer care platforms to ensure highest level of stakeholder service targets are met and exceeded JOB DESCRIPTION Gather benchmarks on competitor practices in the field; and customer behavior and trends Conduct customer research and analysis, and develop customer intelligence to inform commercial activities, engagement programs and airport operations Provide input and manage social media relating to operational events Develop training programmes to enhance culture and required service standards Provide relevant and specialised support to relevant stakeholders to ensure achievement of objectives. Build, support and maintain healthy, diverse internal and external relationships to ensure achievement of organisational goals. Implement remedial actions where required. Monitor and ensure adherence to statutory regulations, organisational standards, policies and procedures. Report non-compliance and implement corrective actions to ensure compliance. Ensure that all customers comply with policies and standard operating procedures (SOP). Manage Quality Management Systems and infrastructure audits. Ensure compliance to behavioral standards. Review and make necessary amendments to SOPs. Manage execution of SOPs. Manage and track OPEX and CAPEX budget. JOB REQUIREMENTS Bachelors Degree Business Commerce 6 - 8 years Operational experience 5 years Supervisory Annually
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