Customer Experience Manager

Placements24; Queenstown; Hybrid; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Medical and retirement benefits

Employee discount

Professional development opportunities

Dynamic, customer-focused environment

Job summary

Placements24 is seeking a Customer Experience Manager in Queenstown to lead CX strategy and drive improvements across the customer journey. You will gather feedback, analyze data, and partner with marketing, sales, and operations to deliver a consistent and exceptional experience.

The role requires strong CX and service-design knowledge, training delivery ability, and a passion for customer advocacy. A degree in Marketing or Business is preferred and B2B/B2C experience is valued.

Qualifications

• Bachelor's degree in Marketing, Business, or a related field.
• Strong understanding of customer experience concepts and best practices.
• Experience with journey mapping, service design, and data-driven insights.

Responsibilities

• Develop and implement a customer experience strategy aligned with objectives.
• Map the customer journey and identify key touchpoints for improvement.
• Set up feedback mechanisms and analyze data to drive improvements.
• Collaborate with marketing, sales, and operations to ensure a consistent experience.
• Design and deliver frontline training on customer service.
• Monitor metrics (NPS, CSAT) and report to leadership.
• Lead customer-centric initiatives and foster a service-focused culture.
• Resolve complex issues and manage escalations to protect relationships.
• Stay updated on CX trends and best practices in retail.
• Manage budgets for CX initiatives.

Skills

Customer experience

Customer service

Journey mapping

Service design

Feedback methodologies

Analytical skills

Communication

Influencing

Change management

Training programs

CRM systems

Education

Bachelor's degree in Marketing or Business

Tools

CRM systems

Feedback platforms

Job description

About the Role

Our client, a leading retailer known for its commitment to customer satisfaction, is seeking an experienced and passionate Customer Experience Manager to lead their efforts in Queenstown, Eastern Cape. This strategic role is responsible for designing and implementing initiatives that enhance the overall customer journey, foster brand loyalty, and drive customer advocacy. The ideal candidate will have a deep understanding of customer service best practices, excellent analytical skills, and the ability to influence cross-functional teams. You will be tasked with gathering customer feedback, identifying pain points, and developing data-driven solutions to improve service delivery across all touchpoints. This position offers a unique opportunity to shape the customer experience strategy for a respected brand in Queenstown and surrounding areas. We are looking for a highly motivated individual who can champion the customer perspective and drive measurable improvements in customer satisfaction and retention.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Map the customer journey and identify key touchpoints for improvement and innovation.
• Implement customer feedback mechanisms, such as surveys and reviews, and analyze the data to derive actionable insights.
• Collaborate with marketing, sales, and operations teams to ensure a consistent and positive customer experience across all channels.
• Develop and deliver customer service training programs for frontline staff.
• Monitor customer satisfaction metrics (e.g., NPS, CSAT) and report on performance to senior management.
• Champion customer-centric initiatives and foster a culture of exceptional service throughout the organization.
• Resolve complex customer issues and escalations with a focus on long-term relationship building.
• Stay abreast of customer experience trends and best practices in the retail industry.
• Manage budgets related to customer experience initiatives.

Requirements

• Proven experience in customer experience management, customer service, or a related field, preferably in retail.
• Strong understanding of customer journey mapping, service design, and feedback methodologies.
• Excellent analytical skills with the ability to interpret data and translate it into actionable strategies.
• Exceptional communication, interpersonal, and influencing skills.
• Demonstrated ability to lead change and drive customer-centric initiatives.
• Experience in developing and delivering training programs.
• Proficiency in customer feedback platforms and CRM systems.
• A passion for delivering outstanding customer service and building strong customer relationships.
• Ability to work independently and collaboratively with diverse teams.
• Bachelor's degree in Marketing, Business, or a related field is preferred.

Benefits

• Competitive salary and potential for annual bonuses.
• Comprehensive medical and retirement benefits.
• Generous employee discount on products.
• Opportunities for professional development and attending industry conferences.
• A dynamic and customer-focused work environment.
• Chance to make a tangible impact on customer loyalty and brand reputation.