Customer Experience Manager - Northern Cape Retail Chain

Placements24; Riverton (UT); Hybrid; USD 25,000 - 36,000; Full time

Benefits offered by this job

Hybrid work model

Employee discount

Job summary

Placements24 is seeking an experienced Customer Experience Manager to lead CX initiatives across Northern Cape retail locations. You will shape the customer journey, drive service excellence, and empower store teams to deliver memorable interactions that strengthen brand loyalty.

This hybrid role requires strong leadership, collaboration with marketing and operations, and the ability to train staff, analyze feedback, and report on CX metrics such as NPS and CSAT.

Qualifications

• Minimum of 4 years in customer experience management or related leadership.
• Proven track record in designing and implementing CX strategies.
• Excellent understanding of customer journey mapping and service design.
• Bachelor's degree preferred in Marketing, Business, or Communications.

Responsibilities

• Develop and implement a CX strategy for Northern Cape locations.
• Map the customer journey and identify touchpoints for improvement.
• Design and deliver customer service training for store staff.
• Monitor feedback via surveys and direct interaction and act on insights.
• Collaborate with marketing and operations to ensure brand consistency.
• Resolve complex complaints and ensure timely resolutions.
• Analyze customer data to identify trends and opportunities.
• Report on CX metrics such as NPS and CSAT.

Skills

Customer journey mapping

Service design

Analytical thinking

Data interpretation

Communication skills

Cross-functional collaboration

CRM systems

Travel readiness

Retail customer service

Education

Bachelor's degree in Marketing, Business, Communications, or related field

Tools

CRM software

Feedback tools

Job description

About the Role

Our client, a prominent retail group, is seeking an experienced and passionate Customer Experience Manager to lead and elevate customer service initiatives across their stores in the Northern Cape . This strategic role is vital in ensuring every customer interaction contributes to brand loyalty and satisfaction. The ideal candidate will have a deep understanding of customer journey mapping, service excellence principles, and the ability to implement impactful customer‑centric strategies. You will be responsible for developing and executing programs that enhance the overall customer experience, from in‑store interactions to post‑purchase follow‑up. This position offers a unique opportunity to shape the customer's perception of the brand in a dynamic market. The role requires a strong leader who can inspire and guide store teams to consistently deliver exceptional service. Based strategically within the Northern Cape , potentially in or near Upington , you will play a key role in differentiating our client's offerings through superior customer engagement. We are committed to fostering a culture where customer satisfaction is paramount and employees are empowered to create memorable experiences. Your strategic vision will be instrumental in driving customer loyalty and achieving business objectives in this key region.

Key Responsibilities

• Developing and implementing a comprehensive customer experience strategy for all retail locations in the Northern Cape .
• Mapping the customer journey and identifying key touchpoints for improvement.
• Designing and executing customer service training programs for store staff.
• Monitoring customer feedback through surveys, reviews, and direct interaction, and acting upon insights.
• Implementing initiatives to enhance customer loyalty and retention.
• Collaborating with marketing and operations teams to ensure a consistent brand experience.
• Resolving complex customer complaints and ensuring timely and satisfactory resolutions.
• Analyzing customer data to identify trends and opportunities for service enhancement.
• Staying updated on best practices in customer experience management within the retail industry.
• Measuring and reporting on key customer experience metrics (e.g., NPS, CSAT).

Requirements

• Minimum of 4 years of experience in customer experience management, customer service leadership, or a related role, preferably within retail.
• Proven track record of developing and implementing successful customer experience strategies.
• Excellent understanding of customer journey mapping and service design principles.
• Strong analytical and problem‑solving skills with the ability to interpret data.
• Exceptional communication, presentation, and interpersonal skills.
• Ability to work collaboratively with cross‑functional teams.
• Proficiency in customer feedback tools and CRM systems.
• Experience in the Northern Cape market is an advantage.
• Ability to travel within the region as needed for store visits and training.
• Bachelor's degree in Marketing, Business, Communications, or a related field is preferred.

Benefits

• Competitive annual salary and performance incentives.
• Hybrid work model offering flexibility between remote and in‑office/store presence.
• Opportunity to significantly influence customer perception and loyalty in a key region.
• Professional development opportunities and access to industry best practices.
• Generous employee discount on products.
• Be part of a dynamic and customer‑focused retail organization.
• Contribute to building a strong brand reputation through exceptional service.