Job Expired
SENIOR MANAGER: CUSTOMER EXPERIENCE AND MARKETING X1
FIVE (05) YEAR CONTRACT – HEAD OFFICE (RE–ADVERTISMENT)
Job Detail:
Position Purpose
The role develops the Customer Strategy for the Corporation. Oversees the Development, Implementation, Monitoring and Maintaining Relevance of the Customer Experience/ Service Policy, Standards and Customer Journey maps across the organization. Becomes the custodian of the “Voice of the Customer” and ensures the Customer is at the centre of WUC’s Strategic direction.
The role translates customer data into insights and develops marketing strategies for the Corporation’s products and services in order to maximise revenue potential from each customer segment. Leads implementing marketing and communication activities, particularly around direct marketing in support to products and services positioning.
Key Responsibilities
- Customer Strategy and Change Management
- Customer Segmentation and Value Proposition
- Customer Insights and Analytics
- Marketing Strategy. Financial Management and Supplier Management
- Culture, Compliance and Governance
Outputs and Measures
- Effective Customer Segmentation Model
- Business Enabling Customer patterns and behaviors reports
- Timely Customer Profitability Reports
- Validated Customer Needs Matrix
- Compelling Customer Value Proposition. Customer Service Standards, Enabling Customer Strategy
- Customer Satisfaction Measures and Tools (Periodic customer satisfaction surveys)
- Marketing Content for Campaign Activations, Customer Service Training
- Citizen Awareness of WUC products, Services and Service Stations
- Citizen Loyalty
- ROI on Marketing Campaign Activations
Qualifications and Experience
- Bachelor’s Degree in Business Administration / Marketing / Information Systems or Business-related field from an institution accredited by a nationally recognized accrediting agency
- A post graduate qualification in Customer Service / Marketing / and or extensive experience in CRM
- Minimum 6 years’ experience in leading customer service / experience change management initiatives in a fast-paced environment, with a minimum of 3 years in a management role.
- Experience in development of marketing and communication strategies to differentiate on service and products offering
Technical Competencies
- Customer Insights/ Analytics
- Customer Segmentation and Value Determination
- Research and Development
- Customer Strategy and Value Proposition
- Products and Services Marketing
- Campaign Planning and Management
- SLA Negotiation and Management
Remuneration
Salary : An attractive salary package for both positions commensurate to the market
Leave : 30 working days per annum
Gratuity : 25% gratuity payment at the end of contract
Other Benefits
Group Life Assurance (24-hour coverage)
50% paid by the Corporation towards Medical Aid
More Information
-
JOB APPLICATION DETAILS
APPLICATION INSTRUCTIONS:
Interested Botswana citizens should send a comprehensive Curriculum Vitae (C.V) certified copies of certificates, national identity card (omang), professional references, names and addresses of two referees to:
Human Resource Director
Water Utilities Corporation
Private Bag 00276
GABORONE
NB: Only successful candidates will be responded to.
Closing Date: 01 July 2020
- This job has expired!
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