South Africa Job Openings
Just Gym
Head Of CRM
Sandton
FULL TIME
September 9, 2024
Overview
Reference
HCRM - PF001
Salary
ZAR/month
Job Location
- South Africa - Johannesburg Metro - Sandton
Job Type
Permanent
Posted
Monday, September 9, 2024
Closing date
27 Sep 2024 21:59
Planet Fitness is looking for an experienced customer relationship manager to be responsible for engaging with key customers by building and preserving trusting relationships. The customer relationship manager will constantly identify opportunities to grow the customer base and build positive relationships with new clients. You should also be strategic and analytical when finding solutions to problems to ensure maximum client satisfaction.
KPI
Customer Experience and Design
SEO, Social Monitoring, NPS, CSAT and Insights
Qualifications and requirements.
*If you have not recieved any feedback within 2 weeks, please consider your application unsuccessful*
KPI
Customer Experience and Design
Leading and driving Customer Experience and Design strategies
Designing future state customer experience processes, system interfaces and user interfaces
Optimizing and maintaining current state customer experiences, system interfaces and user interfaces
Designing and bring to life
futurism/Version X
on the Planet Play App, Planet Fitness Website and various customer portals
Designing customer and user journey flows for seamless communication via Whats App; SMS; Email; Telephone; Bot and in App Notifications
Partnering with the Big Data and Bi and the Systems and Apps, managers to drive integration, automation and intelligent system processing across the entire Planet Fitness Technology stack
Leading & partnering with development resources to deliver future state customer experiences, user interfaces and system interfaces
Lead to Member Customer Journey mapping
Deriving current and future state Lead to Member Customer Journeys
Building Customer Journey interfaces and Strategies
Aligning business and stakeholders on the Customer Journey Strategies
Embedding AI in every Customer Journey touchpoint
Modernizing Customer Journey interfaces via AI and BOT technologies
Leading and managing development resources to ensure a modern, contemporary and competitive Planet Play App, Website and Portal technologies
Designing and partnering to craft digital technology architectures
Partnering with the Big Data and Bi, and the Systems and Apps managers to design integrated architectures
Engaging with and driving communication partner models that optimizes SMS costs, email costs and/or any 3rd party communication cost
Ensuring governance via policies and procedures are in place, digital touchpoints are trademarked and Planet Fitness intellectual property is protected at all times
Ensuring that all digital technologies are protected and secure against cyber crime
SEO, Social Monitoring, NPS, CSAT and Insights
Designing and implementing a Planet Fitness SEO Strategy
Providing insights and intelligence from Social Monitoring tools like Hoot Suite, QConnect, Netbase, Google Analytics, etc. to drive sentiment upliftment, marketing campaigns and social engagement strategies
Design and report on NPS and CSAT scores to understand customer (lead and member) ratings, perception and satisfaction of the Planet Fitness brand
Designing and Driving an insights driven framework for investment and reinvestment in Planet Fitness’s Digital footprint
Designing and maintaining digital persona’s for Planet Fitness’s lead and member base, that will unlock segmentation, profiling, communication engagement and various other 1:1 customer personalization
Qualifications and requirements.
A bachelor’s degree in administration or a related field.
A minimum of 3 years’ experience.
Excellent interpersonal and communication skills.
Proficient in all Microsoft applications.
Superior product knowledge.
A team player with leadership skills.
Maintain a positive attitude focused on customer satisfaction.
*If you have not recieved any feedback within 2 weeks, please consider your application unsuccessful*
Contact information
Charlese Charles
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