Coastal Customer Experience Lead | Hybrid, Mossel Bay

Placements24; South Africa; Hybrid; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive salary and incentives

Training programs

Coastal location

Work-life balance

Job summary

Placements24 is seeking a Customer Experience Lead to elevate the shopping journey at our Mossel Bay store. You will develop and implement service strategies, train staff, and analyze feedback to drive loyalty and improvements.

This hybrid role blends on-site customer engagement with strategic remote planning, offering an opportunity to shape a customer-centric culture within a growing retail brand in Mossel Bay.

Qualifications

• Proven experience in customer service management in retail.
• Strong knowledge of customer experience principles.
• Excellent communication and conflict-resolution skills.
• Ability to lead and motivate a team to prioritize satisfaction.
• Experience with customer feedback tools and data analysis.
• Adaptability to work both on-site and remotely in Mossel Bay.

Responsibilities

• Develop and implement customer service standards and strategies to enhance the overall customer experience.
• Train and coach retail staff on effective customer engagement, problem-solving, and service excellence.
• Monitor customer feedback through surveys, reviews, direct interactions, and identify areas for improvement.
• Act as a point of escalation for complex customer issues, ensuring timely and satisfactory resolution.
• Collaborate with marketing and operations teams to align customer experience initiatives with business goals.
• Analyze customer journey data to identify pain points and opportunities for enhancement.

Skills

Customer service management

Team leadership

Data analysis

Customer feedback tools

Tools

CRM systems

Job description

Placements24 is seeking a Customer Experience Lead to elevate the shopping journey at our Mossel Bay store. You will develop and implement service strategies, train staff, and analyze feedback to drive loyalty and improvements.

This hybrid role blends on-site customer engagement with strategic remote planning, offering an opportunity to shape a customer-centric culture within a growing retail brand in Mossel Bay.