Customer Experience Director

Bebeeresponsibilities; Cape Town; Hybrid; ZAR 700 000 - 900 000; Full time

Job summary

A customer-focused international company in Cape Town is seeking a Customer Experience Director to oversee operations, manage a high-volume customer service team, and drive process improvements. The ideal candidate will have over 5 years of experience in customer service management, with a strong track record in leading teams and enhancing customer satisfaction. This full-time position requires occasional travel to Johannesburg.

Qualifications

• Minimum 5 years’ experience in a senior customer service management role.
• Proven track record of managing call centre teams and technical service staff.
• Strong analytical skills with experience in data reporting and performance tracking.
• Demonstrated ability to implement and manage process improvements.
• Excellent leadership, coaching, and conflict resolution skills.
• Strong administrative and organisational abilities.
• Willingness and ability to travel to Johannesburg when required.

Responsibilities

• Oversee daily operations of the Cape Town main hub and Johannesburg team.
• Manage a call centre‑style customer service team handling inbound calls.
• Supervise technicians responsible for product assessments and repairs.
• Manage the Returns Clerk and oversee receiving processes for returns.
• Set clear performance targets and KPIs for all team members.
• Analyse service data, create reports and present insights to management.
• Identify operational bottlenecks and implement new processes.

Skills

Leadership & People Management

Operational Excellence

Customer Focus

Problem-Solving

Resilience

Job description

Overview

Job Title: Customer Experience Director. Location: Cape Town – with travel to Johannesburg as required. Reports to: General Manager of Operations.

Key Responsibilities

• Oversee daily operations of the Cape Town main hub and Johannesburg team.
• Manage a call centre‑style customer service team handling inbound calls from direct customers and retailers, as well as a high‑volume administrative email inbox.
• Supervise technicians responsible for product assessments, warranty evaluations, and repairs.
• Manage the Returns Clerk and oversee receiving processes for goods returned.

Performance Management & Reporting

• Set clear performance targets and KPIs for all team members.
• Analyse service data, create regular reports, and present actionable insights to senior management.
• Monitor call and email handling efficiency, turnaround times, and service quality.

Process Improvement & Efficiency

• Identify operational bottlenecks and implement new processes to enhance efficiency.
• Ensure seamless coordination between customer service, technical, and returns functions.
• Introduce tools and systems that improve workflow and customer experience.

Stakeholder & Cross‑Functional Engagement

• Collaborate with internal departments to resolve escalated issues promptly.
• Maintain strong relationships with retail partners and other key stakeholders.
• Participate in strategic discussions to align customer service operations with company objectives.

Team Development

• Recruit, train, and mentor team members to ensure high performance and engagement.
• Foster a culture of accountability, service excellence, and continuous improvement.

Requirements

• Minimum 5 years’ experience in a senior customer service management role, preferably in a high‑volume environment.
• Proven track record of managing call centre teams and technical service staff.
• Strong analytical skills with experience in data reporting and performance tracking.
• Demonstrated ability to implement and manage process improvements.
• Excellent leadership, coaching, and conflict resolution skills.
• Strong administrative and organisational abilities.
• Willingness and ability to travel to Johannesburg when required.

Key Competencies

• Leadership & People Management – Able to inspire, motivate, and drive results.
• Operational Excellence – Skilled in streamlining processes and managing complex workflows.
• Customer Focus – Committed to delivering a superior customer experience.
• Problem‑Solving – Quick to identify issues and implement effective solutions.
• Resilience – Capable of handling high‑pressure situations with professionalism.
• Working Conditions – Based at the Cape Town Head Office. Occasional travel to Johannesburg is required. Full‑time position, with flexibility to manage operational demands.