Customer Experience Lead

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

About the Role Our client, a customer-centric retail group, is searching for a proactive and empathetic Customer Experience Lead to champion exceptional service standards at their flagship store in Bloemfontein. This role is dedicated to understanding and enhancing the customer journey across all touchpoints, ensuring a consistently positive and memorable experience. The ideal candidate will possess a deep understanding of customer service principles, excellent communication skills, and a passion for driving customer loyalty. You will be instrumental in developing and implementing strategies that elevate our client's reputation for outstanding service in Bloemfontein.

Key Responsibilities

• Develop and implement customer experience strategies aligned with business objectives for the Bloemfontein store.
• Monitor and analyze customer feedback from various channels (surveys, reviews, social media) to identify areas for improvement.
• Train and coach store staff on best practices for customer engagement, problem resolution, and service excellence.
• Act as a point of escalation for complex customer issues, ensuring swift and satisfactory resolution.
• Collaborate with store management and relevant departments to address systemic customer service challenges.
• Identify opportunities to innovate and enhance the customer journey, incorporating new technologies and service initiatives.
• Develop and maintain customer service standards, guidelines, and training materials.
• Measure and report on key customer experience metrics (e.g., Net Promoter Score, Customer Satisfaction).
• Champion a customer-first culture throughout the store.

Requirements

• 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 the retail sector.
• Proven track record of improving customer satisfaction and loyalty metrics.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong analytical skills with the 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.

Benefits

• Our client offers a competitive salary, performance-based incentives, and a comprehensive benefits package including medical aid and paid time off.

You will have opportunities for professional development and career growth within a reputable retail organization. This role is based in Bloemfontein and provides the unique opportunity to shape the customer experience for a well-regarded brand and make a significant impact on its success.