Cape Town Luxury CX Lead | Hybrid Role

Placements24; Cape Town; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Performance-based incentives

Staff discounts on luxury products

Professional growth and training

Job summary

Placements24 is partnering with a prestigious Cape Town luxury boutique to hire a Customer Experience Lead. The role focuses on elevating client journeys, guiding the sales team, and delivering consistent, high-end service for discerning clients in a hybrid work setting.

You will design service strategies, mentor staff, and manage VIP relationships while upholding brand standards across store environments in Cape Town. Residency or ties to the Cape Town area are preferred.

Qualifications

• Minimum 7 years in luxury retail with focus on customer service or client relations.
• Experience developing and implementing customer service strategies.
• Exceptional interpersonal and communication skills with refined demeanor.
• Proven ability to lead, motivate, and train customer-facing teams.
• In-depth knowledge of luxury market trends and customer expectations.

Responsibilities

• Design and implement customer service strategies to enhance client satisfaction and loyalty.
• Lead and inspire the sales team to deliver outstanding customer experiences.
• Develop and conduct customer service training programs for retail staff.
• Act as a brand ambassador, embodying the luxury brand values and standards.
• Manage clienteling, building and nurturing long-term VIP relationships.
• Oversee escalations and feedback with timely, satisfactory outcomes.
• Collaborate with marketing to align CX initiatives with campaigns.
• Monitor feedback channels and drive improvements.

Skills

Luxury retail

Client relations

Leadership

Training staff

VIP clienteling

CRM proficiency

Tools

CRM systems

Clienteling tools

Job description

Placements24 is partnering with a prestigious Cape Town luxury boutique to hire a Customer Experience Lead. The role focuses on elevating client journeys, guiding the sales team, and delivering consistent, high-end service for discerning clients in a hybrid work setting.

You will design service strategies, mentor staff, and manage VIP relationships while upholding brand standards across store environments in Cape Town. Residency or ties to the Cape Town area are preferred.