Job Description

Closing Date 2024/10/21
Reference Number SAA240912-1
Job Title Specialist Customer Journey
Division Commercial
Business Unit Customer Engagement and NPS
Job Type Permanent
Location - Country South Africa
Location - Province Gauteng
Location - Town / City Kempton Park
Job PurposeThe Customer Journey Specialist is responsible for defining, designing and improving customer journeys and managed communication to build and nurture customer relationships and increase customer value. They will also be responsible for creating exceptional brand and buying experiences for a customer or a prospect, across all the various touchpoints.Lastly, the role is responsible for ensuring that online customer/user experience which forms part of the overall guest relation journey is of the best standards. This is to reduce agency feed and GDS costs and aiming to increase direct sales.
Principal Accountabilities

• Ensure the Customer Journey strategy is aligned to the business goals and outcomes
• Provide input into the design of the Commercial Strategy taking into account specialist expertise, best practice, benchmarking and market standards etc.
• Implement Commercial strategy within area of responsibility
• Recommend policies, processes, action plans and systems to support implementation of the strategy
• Analyse cost drivers and provide recommendations on profitability of Commercial
• Support the management and control of budget in area of responsibility
• Provide recommendations to actively support cost and headcount containment
• Identify ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints
• Regular communication with internal stakeholders such as the Commercial executive and other customer-facing teams to identify gaps and opportunities
• Raise red flags wherever the business process (billing, pre or post sales) needs correction to ensure the customer has a seamless experience
• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered
• Utilises resources in area of responsibility
• Optimise technology to enhance internal and external customer expectations
• Implement processes to deliver customer value
• Drive customer centricity within areas of control
• Maintain effective internal and external stakeholder relationships through appropriate relationship building and networking
• Enforce Governance and Risk Management policies, processes and systems
• Deliver on regular and timeous reporting of information to key stakeholders
• Drive continuous optimisation programmes and initiatives
• Engage in trend analysis, benchmarking, research, best practice to support optimisation of Commercial
• Manages projects to contribute to the optimisation of Commercial
• Lives and role models the Airlines Values

Qualifications & Experience

• Grade 12/Matric or equivalent at NQF level 4
• Bachelor degree preferably in Strategic, Marketing or Commercial Management or related field at NFQ level 7
• At least 3-5 years experience in Marketing or Commercial related role
• Extensive and successful track record within a commercially and customer oriented environment
• Market research and data analysis experience will be an advantage

Knowledge and Skills

• Knowledge of frequent flyer or loyalty programme marketing
• Extensive knowledge of customer service
• Understanding of the customer journey lifecycle
• Extensive knowledge of digital user experience
• Customer centric
• Commercial acumen
• Financial acumen
• People management
• Strategic thinking
• Analytical skills
• Proactive collaboration
• Problem solving skills
• Resource utilisation
• Information processing
• Business communication skills
• Project management

Attributes

• Engages in crucial conversations
• Manages projects
• Facilitates change and innovation
• Implements and aligns to vision
• Delivers value
• Values team diversity
• Role models behaviours and values

Additional InformationSAA is using an online recruitment tool. Applicants are required to complete an individual registration profile capturing essential personal and career selection criteria. Applicants must please note that they only need to complete the online registration once and thereafter they can update their online profiles as and when necessary.PLEASE NOTE: The onus are on applicants to ensure all mandatory fields are completed. Incomplete online profiles will be disqualified from the application process. Online profiles are used for screening and shortlisting purposes. A CV is only for verification and record keeping purposes. Applicants need to ensure that their online profiles are completed with correct and current information. Incomplete sections can disqualify applicants from the screening and selection process.This applies to all internal and external applicants.

South African Airways