Customer Experience Manager - Retail - WhatJobs Direct

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

About the Role

Our client, a customer-centric retail organization, is seeking a strategic and empathetic Customer Experience Manager to enhance the overall customer journey in Welkom, Free State. This pivotal role involves understanding customer needs, identifying areas for improvement, and implementing initiatives that foster loyalty and drive satisfaction. The ideal candidate will possess a deep understanding of customer behavior, strong analytical skills, and a passion for delivering exceptional service. Based in Welkom, Free State, you will be instrumental in shaping how customers interact with our client's brand, both in-store and through digital channels. This is a hybrid role, combining strategic planning with hands-on implementation and analysis. We are looking for someone who can champion the customer voice, driving positive change and ensuring a seamless and delightful experience for every individual who engages with our client. Join us in Welkom and lead the charge in elevating customer satisfaction to new heights.

Key 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 various channels (surveys, reviews, direct interaction).
• Collaborate with cross-functional teams (sales, marketing, operations) to ensure a consistent and positive customer experience.
• Develop training programs for staff focused on customer service excellence and empathy.
• Monitor key customer experience metrics (NPS, CSAT, CES) and report on performance.
• Identify opportunities for innovation in customer engagement and service delivery.
• Manage customer complaint resolution processes, ensuring timely and satisfactory outcomes.
• Stay abreast of industry best practices and emerging trends in customer experience management.
• Contribute to the development of customer-centric policies and procedures.

Requirements

• Minimum of 4 years of experience in customer experience, customer service management, or a related field within retail.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong analytical skills with the ability to interpret customer data and feedback.
• Excellent communication, presentation, and interpersonal skills.
• Experience with customer feedback tools and CRM systems.
• Deep understanding of customer journey mapping and service design principles.
• Ability to lead and influence cross-functional teams.
• Bachelor's degree in Business, Marketing, or a related field is preferred.
• Must be based in or willing to commute to Welkom, Free State, for the required on-site presence in this hybrid role.
• A genuine passion for customer advocacy and service innovation.

Benefits

• Competitive salary and performance incentives.
• Opportunity to lead customer experience initiatives for a growing retail brand.
• Hybrid work model providing flexibility and work-life balance.
• Professional development and training opportunities.
• Employee benefits package.
• Be a key influencer of customer satisfaction in Welkom, Free State.