Customer Experience Leader - Hybrid (Welkom)

Placements24; Willows (CA); Hybrid; USD 24,000 - 37,000; Full time

Benefits offered by this job

Hybrid work model

Professional development and training

Job summary

Placements24 in Welkom, Free State, seeks a Customer Experience Manager to elevate the retail journey across on-site and digital touchpoints. You will map journeys, analyze feedback, and drive loyalty through strategic initiatives and staff training.

Lead cross-functional teams, monitor CX metrics, and champion customer advocacy in a hybrid role with on-site presence. A 4+ year track record in CX is required.

Qualifications

• Minimum 4 years in customer experience, customer service management, or related field in retail.
• Proven track record of developing and implementing CX strategies.
• Strong analytical skills and ability to interpret feedback.
• Excellent communication, presentation, and interpersonal skills.
• Experience with CRM systems and customer feedback tools.
• Bachelor's degree in Business, Marketing, or related field preferred.
• Must be based in or willing to commute to Welkom, Free State for on-site presence.

Responsibilities

• Develop and execute a comprehensive customer experience strategy for retail operations in Welkom, Free State.
• Map customer journeys, identify pain points, and implement solutions to enhance satisfaction and loyalty.
• Gather and analyze customer feedback through surveys, reviews, and direct interaction.
• Collaborate with sales, marketing, and operations to ensure a consistent experience.
• Develop training programs for staff focused on customer service excellence and empathy.
• Monitor CX metrics (NPS, CSAT, CES) and report on performance.
• Identify opportunities for innovation in customer engagement and service delivery.
• Manage customer complaint resolution with timely, satisfactory outcomes.
• Stay informed on CX best practices and trends; contribute to policies and procedures.

Skills

Customer journey mapping

Analytical skills

Cross-functional collaboration

Communication

Strategic planning

Empathy

Education

Bachelor's degree in Business or Marketing

Tools

CRM systems

Customer feedback tools

Data analytics tools

Job description

Placements24 in Welkom, Free State, seeks a Customer Experience Manager to elevate the retail journey across on-site and digital touchpoints. You will map journeys, analyze feedback, and drive loyalty through strategic initiatives and staff training.

Lead cross-functional teams, monitor CX metrics, and champion customer advocacy in a hybrid role with on-site presence. A 4+ year track record in CX is required.