Administrator Customer Experience - Mercedes Benz

Objective of the job:

• Manage the Strategic direction of the Business Development Centre (BDC) whilst also ensuring optimal operational activities.
• Enable the Best Customer Experience throughout various digital touchpoints (web, mobile, other virtual platforms) supporting omni-channel communications and conversions.
• All activities will be done in compliance with the Company's Integrity Code and other relevant policies.

Main :

BDC Management (strategic):

• Manage the Strategic direction of the BDC taking into consideration digital enhancements and e-commerce.
• Foster relationships between all stakeholders to ensure that the BDC provides the Best Customer Experience, a seamless customer journey, throughout the multichannel customer contact center.
• Ensure that all communications done by the MBSA BDC are to the standard required by the Brand. Continuous communication and feedback to the relevant stakeholders on performance statistics, process changes, and O2O topics/projects.
• Frequently evaluate Business Development Centre (BDC) call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses with the contact center manager from the service provider.

Lead Management (operational):

• Create & maintain a lead management process, campaign management, lost opportunity management with accurate and regular reporting
• Coordinate lead flow between all business units
• Ensure optimal systems and reporting are in place to support effective and efficient lead management and data flow.
• Support also with agent lead (CRM) activities - supporting with the agent reporting and query investigations

Digital Customer Experience:

• Support the CX (O2O) team in various optimization activities to create a more seamless journey for the customer.
• Co-ordinate and support projects as identified
• End-to-end project management
• Data-driven marketing, optimal lead generation, lead conversion and customer engagement for ideal online to offline customer journey.
• Ensure that data flow, system integration, and tracking is optimal.

Data Security, Integrity, and Compliance:

• Promote and support integrity. Rewarding and disclosing compliance achievement or misconduct in an appropriate manner.
• Implementation and promotion of efficient and effective internal compliance controls.
• Regular assessments and risk-mitigating measures to avoid non-compliance.
• Ensure compliance with POPI Act and IT Security & Data Standards across all relevant platforms.

Knowledge, Skills, and Attributes:

• Business Analysis and change management skills.
• A motivated, self-driven, high achiever.
• Able to manage a team of young, energetic people (leadership & people skills)
• Project management skills
• Analytical thinking skill
• Attention to detail important
• MS Office (advanced knowledge of MS Excel, Powerpoint etc)
• Power BI & Salesforce (optional – advantageous)
• Digital/Technical skills such as Database Administration, Data extraction & visualization, Report creation, SQL, HTML skills are optional/advantageous to working in a digital team

Experience:

• Preferred 2-year experience working with a call center or experience in a digital environment
• Experience within a marketing/communications environment (automotive industry) advantageous

Qualification

• Matric,
• 3-year marketing-related degree or diploma, or digital/IT qualification