V&A Waterfront Programme 2023

This must be done by supporting tenant survey/consumer research fieldwork, sharing consumer, customer and tenant journey analytics, and collating consumer insights to help the Business understand and service our customers more holistically. Drawing from on-the-ground experience, these real-time insights can enable the CX Intern to come up with innovative ways to surprise and delight consumers, solve problems more effectively, and guide and inform the business strategy

Requirements:

Tactical Experience Design & Relationship Management

• Nurture individual customer relationships to enable buy-in, foster inclusivity and adoption of the V&A way
• Ensure positive perceptions and sentiment via meaningful experiences and interactions
• Act as an advocate for our customers, reporting and acting on observed areas for improvement
• Ensure that all key messages are relayed and that the loop is closed regarding the escalation process and problem-resolution
• Share news and updates and other information/content with customers
• Develop and deploy surveys and provide customer research feedback
• Fulfill front-of-house customer service role by responding to customer needs at the information kiosk. This includes but is not limited to; facilitating customer queries at the point of contact, managing switchboard, administering gift cards and other customer loyalty programmes
• Adopt new ways of doing and adopt creative and innovative ways of solving problems and driving success in real-time
• Understand what evolved CX looks like and translate this to and for the V&A Waterfront 

Customer listening, intelligence and insights

• Act as an advocate for our customers by continuously reporting and acting on observed areas for improvement
• Quickly adapt and learn new ways of doing based on observations but also in line with industry trends and best practice
• Analyse and understand our bespoke customer segmentations and the different needs wants, and expectations of each to create on-the-ground real-time personalised experiences/engagements for each
• Tactically respond to anecdotal and/or customer reviews and actively come up with innovative solutions for problems
• Actively listen to customers and tailor responses and solutions to meet true customer needs
• Conduct effective customer listening and observation to inform customer insights, influence creative real-time solutions and ensure more relevant business strategies

Social and interactive media (content creation)

• Utilize social media platforms and other communication tools in reaching out to customers to help resolve issues and provide quick responses to inquiries
• Engage with online audiences and professionally respond to any queries or concerns
• Craft real-time voice and text responses that are authentic, sympathetic, genuinely understanding, and in line with our V&A brand and tone
• Ensure that all V&A branded material across the precinct is up-to-date and readily accessible
• Ensure that physical assets that enhance the on-the-ground experience (e.g. maps, touchscreens etc.) are maintained and up-to-date
• Operate Plan-on and HubSpot as a super-user and utilize both tools to improve or enhance the real-time customer experience
• Fully understand all principles of tangible content creation and the different ways to search, source and share the appropriate content

Measurement, analytics and reporting

• Gather and share consumer, visitor, tenant, and shopper journey data analytics
• Activate and roll out basic qualitative/quantitative research initiatives and support in driving response rates
• Monitor customer service trends, competitive landscape, and digital innovation to discover new techniques that inspire enhanced experiences in the precinct
• Identify where there may be a need for research based on on-the-ground experiences and trends emerging
• Conduct, capture and report on interview/observation data
• Timeously and accurately distribute and communicate consumer, tenant, and visitor data
• Proactively seek opportunities to improve customer experiences based on customer journey analytics or on-the-ground observations

 The following educational requirements were found to be relevant to this job:

• Matric Certificate
• Currently, studying ND in Tourism Management or NQF Level 6
• Candidates applying must be South African citizens
• Ability to work shifts
• Reliable transport essential
• Interns who require workplace experiential training as part of qualification requirements.
• Commencement: 01 October 2023
• Duration: 6 Months

 Knowledge requirements:

• Customer Service
• Customer Experience
• Experiential / Engagement Marketing
• Events and Promotions
• People management

 Skills requirements:

• People skill
• Emotional intelligence
• Relationship building
• Tactical implementation
• Attention to detail
• Logical reasoning
• Problem-solving
• Creative, forward-thinker
• Excellent communication and presentation skills (written and verbal)
• Computer Technological skill
• Numerical reasoning

How to Apply to the V&A Waterfront