Share this post on
To apply, click on the link at the end of the posts and all the best with your applications.
Specialist Customer Journey
| 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 Purpose
The 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 Airline’s 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 Information
SAA 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.
First Officer
| Closing Date | Not specified |
| Reference Number | SAA231220-1 |
| Job Title | First Officer |
| Division | Operations |
| Business Unit | Flight Operations |
| Job Type | Permanent |
| Location – Country | South Africa |
| Location – Province | Gauteng |
| Location – Town / City | Kempton Park |
Job Purpose
outh African Airways (SAA) wants you to join the SAA family as a First Officer.
As a First Officer, you will be expected to take all measures required for the safety of the flight, whether on the ground, or inflight, and be expected to perform the duties of a pilot for South African Airways as either a Second-In-Command Pilot (P2) or Cruise Relief Pilot (P3).
Principal Accountabilities
Documentation Requirements:
- Matric results transcript
- Aviation training records
- A summary of all the types of aircraft flown and the number of hours flown in each type
- Certified copies of the following: Matric Certificate; South African Identity Document / Passport, Academic transcripts; Last 3 pages of Pilot logbook; Pilot Logbook Summary, Pilot License; Class 1 Medical Certificate
- CV
Preference will be given to female pilot applicants in accordance with SAA’s Pilot Employment Equity Plan.
Candidates will be expected to undergo pre-employment assessments which includes checks i.e. criminal, credit, reference, authentication of qualifications etc., simulator / written and psychometric tests.
Qualifications & Experience
- Matric Certificate / Grade 12 results / N3 or relevant tertiary qualifications (SAQA accredited)
- Compulsory subjects: Mathematics or Statistics 101 and English (D symbol on higher grade or C symbol on standard grade) coupled with one of the following: Physical Science or Computer Science (D symbol on higher grade or C symbol on standard grade)
- Valid South African Airline Transport Pilot’s License, or a Commercial Pilot License having completed all the ground subjects for the ATPL (previously known as a Frozen ATPL). A valid ATPL License must be obtained within 4 years from date of employment with SAA with a multi engine instrument rating
- Valid Class 1 medical
- A minimum of 1,500 flying hours which includes 200 hours on multi-engine aircraft
- Be a South African citizen with a valid Passport
Knowledge and Skills
- Must have expertise in the application of safety standards and safe operating practices
- Detailed knowledge and understanding of national and international aviation regulations such as CAA, ICAO, IATA, FAA, and EASA
- Demonstrate a firm understanding of international travel, international customs and practices etc.
- Knowledge of all legal regulations for the piloting/aviation profession in the South African and international regulatory environment
- Business communication skills (verbal and written)
Attributes
- Emotional intelligence
- Ability to inspire commitment
- Able to deal with complex operational issues inherent in a fast moving environment
- Ability to work under pressure (organisational resilience with change management focus)
- Ability to pay attention to detail (meticulous)
- Ability to collaborate proactively and maintain working relationships across professional and operational boundaries
- Results driven
- Ability to develop self and others
- Judgement and decision making ability
Additional Information
SAA will make use of an internal employee referral programme for all permanent vacancies advertised externally on the E-recruitment site. The normal advert and application process will still apply alongside the programme. Terms and conditions as published on MySAA apply.
SAA 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.
SYSTEM SUPPORT: CebileNkosi@flysaa.com
All the best with your applications.
Leave a Reply