Customer Experience Champion, Bloemfontein

Placements24; Bloemfontein; On-site; ZAR 420,000 - 680,000; Full time

Benefits offered by this job

Medical aid

Paid time off

Job summary

Placements24 in Bloemfontein is seeking a proactive Customer Experience Lead to champion service standards across the flagship store. You will analyze feedback, coach staff, and drive loyalty initiatives to elevate the customer journey.

The role requires a Bachelor's degree and at least four years in retail customer service management, with strong communication and leadership skills to influence teams and improve metrics.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 4 years of experience in customer service management, customer experience, or a related role within retail.
• Proven track record of improving customer satisfaction and loyalty metrics.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong analytical skills with ability to interpret customer data and feedback.
• Proficiency in customer feedback tools and CRM systems is a plus.
• Ability to develop and deliver engaging training programs.
• Demonstrated leadership potential and ability to influence others.
• Passion for delivering outstanding customer experiences.

Responsibilities

• Develop and implement customer experience strategies aligned with business objectives for the Bloemfontein store.
• Monitor and analyze customer feedback from channels to identify areas for improvement.
• Train and coach store staff on customer engagement, problem resolution, and service excellence.
• Act as a point of escalation for complex customer issues and ensure swift resolution.
• Collaborate with store management to address systemic customer service challenges.
• Identify opportunities to innovate the customer journey and adopt new technologies.
• Develop and maintain customer service standards, guidelines, and training materials.
• Measure and report on key customer experience metrics.

Skills

Customer service management

Communication skills

Conflict resolution

CRM systems

Education

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

Tools

CRM systems

Job description

Placements24 in Bloemfontein is seeking a proactive Customer Experience Lead to champion service standards across the flagship store. You will analyze feedback, coach staff, and drive loyalty initiatives to elevate the customer journey.

The role requires a Bachelor's degree and at least four years in retail customer service management, with strong communication and leadership skills to influence teams and improve metrics.