Customer Experience Champion

Placements24; Centurion; On-site; ZAR 420,000 - 700,000; Full time

Benefits offered by this job

Medical aid

Provident fund

Professional development opportunities

Vibrant office environment

Employee wellness programs

Job summary

Placements24 is seeking a Customer Experience Champion to lead efforts in Centurion, Gauteng. The role focuses on elevating every customer interaction, collaborating with marketing, sales and product teams to drive a consistently positive journey across all touchpoints.

The ideal candidate will have a Bachelor’s degree in Marketing or related field and 4+ years in customer experience or service management, with strong communication and analytical skills to translate feedback into action.

Qualifications

• Excellent communication and presentation abilities.
• Strong analytical skills with the ability to translate data into actionable insights.
• Proven experience with customer experience or service management roles.
• Ability to collaborate across marketing, sales and product teams.

Responsibilities

• Develop and implement strategies to enhance the overall customer experience.
• Analyze customer feedback from surveys, reviews and social channels to identify trends.
• Collaborate with marketing, sales and product teams to ensure a consistent customer journey.
• Design and optimize customer touchpoints across all service channels.
• Train staff on best practices for customer interaction and service excellence.
• Monitor customer satisfaction metrics and report on KPIs.
• Act as a primary escalation point for complex issues.
• Champion customer-centric initiatives throughout the organization.
• Conduct research on industry best practices in customer experience.

Skills

Communication skills

CRM systems

Data interpretation

Interpersonal skills

Education

Bachelor's degree in Marketing or related field

Tools

Zendesk

Job description

About the Role

Our client is seeking a dynamic and customer-focused individual to fill the role of Customer Experience Champion in our bustling office located in Centurion, Gauteng. This position is crucial for maintaining and elevating the customer journey, ensuring every interaction with our brand is positive and memorable. As a Customer Experience Champion, you will be at the forefront of customer engagement, working closely with various departments to implement customer‑centric strategies. This role requires a proactive individual with a keen eye for detail and a passion for delivering exceptional service. You will be the voice of the customer within the organization, driving improvements based on feedback and observation. This is a fantastic opportunity for someone looking to make a significant impact on customer satisfaction in a hands‑on role.

Key Responsibilities

• Develop and implement strategies to enhance the overall customer experience.


• Analyze customer feedback from various channels (surveys, reviews, social media) to identify trends and areas for improvement.


• Collaborate with marketing, sales, and product teams to ensure a consistent and positive customer journey.


• Design and optimize customer touchpoints across all service channels.


• Train staff on best practices for customer interaction and service excellence.


• Monitor customer satisfaction metrics and report on key performance indicators (KPIs).


• Act as a primary point of escalation for complex customer issues, resolving them efficiently and effectively.


• Champion customer‑centric initiatives throughout the organization.


• Conduct research on industry best practices in customer experience.

Requirements

• Bachelor's degree in Marketing, Business Administration, or a related field is preferred.


• Minimum of 4 years of experience in customer experience, customer service management, or a similar role.


• Demonstrated success in developing and implementing customer experience strategies.


• Excellent communication, presentation, and interpersonal skills.


• Strong analytical skills with the ability to interpret data and translate it into actionable insights.


• Proficiency in CRM systems and customer feedback tools.


• Ability to work collaboratively within a team and across departments.


• A passion for understanding and advocating for the customer.


• Must be available to work full-time onsite in Centurion, Gauteng.

Benefits

• Annual salary of ZAR, commensurate with experience.


• Medical aid and provident fund contributions.


• Opportunities for professional development and training courses.


• A vibrant and collaborative office environment in Centurion.


• Employee wellness programs and social events.


• Access to the latest customer experience technologies.
  
• Performance bonuses and incentives.


• Generous annual leave.