Customer Experience Lead

Placements24; Cape Town; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary package

Medical aid and retirement fund

Hybrid work model

Annual leave and sick leave

Discounted company products and dịch

Job summary

Placements24 is seeking a dynamic Customer Experience Lead in Cape Town, Western Cape. The role blends on-site collaboration with remote flexibility to shape the customer journey, implement innovative support strategies, and lead a high-performance team.

The ideal candidate will drive loyalty, manage daily operations, and plan for growth while aligning CX with business goals and market trends. A strategic thinker with strong leadership is essential.

Qualifications

• Minimum of 5 years of experience in customer service management or customer experience roles.
• Proven leadership and team management skills.
• Strong analytical and problem-solving abilities; data analysis experience.
• Excellent communication and presentation skills.

Responsibilities

• Develop and implement customer experience strategies to enhance satisfaction and loyalty.
• Lead and mentor a team of Customer Service Representatives.
• Monitor feedback and satisfaction scores to identify trends and improvements.
• Collaborate with cross-functional teams to ensure a seamless customer journey.
• Oversee daily operations and adherence to SLAs.

Skills

Leadership

Data analysis

Communication

Strategic thinking

Education

Bachelor's degree in Business Administration/Marketing

Tools

CRM software

Job description

About the Role

Our client is seeking a dynamic and experienced Customer Experience Lead to spearhead their customer service initiatives in Cape Town, Western Cape . This hybrid role offers a unique blend of on-site collaboration and remote flexibility, allowing you to contribute to a world-class customer support ecosystem. You will be responsible for shaping the customer journey, implementing innovative support strategies, and leading a team of dedicated customer service professionals. The ideal candidate possesses a deep understanding of customer service principles, a passion for driving customer loyalty, and a proven track record of success in a leadership capacity. This is an exceptional opportunity to make a significant impact on customer satisfaction and retention for a growing organization. We are looking for a visionary leader who can inspire a team and foster a culture of excellence in customer care. The role demands a strategic thinker with strong operational capabilities to manage daily support activities while also planning for future growth and service enhancements. You will play a crucial part in defining and refining the overall customer support strategy, ensuring alignment with business objectives and market trends. Join our client and help redefine customer engagement in the digital age.

Key Responsibilities

• Develop and implement comprehensive customer experience strategies to enhance customer satisfaction and loyalty.
• Lead, mentor, and manage a team of Customer Service Representatives, fostering a high-performance culture.
• Monitor customer feedback and satisfaction scores, identifying trends and areas for improvement.
• Collaborate with cross-functional teams to ensure a seamless and positive customer journey across all touchpoints.
• Oversee the daily operations of the customer support department, ensuring efficient issue resolution and adherence to service level agreements (SLAs).
• Design and deliver training programs for the customer service team to enhance their skills and product knowledge.
• Analyze customer support data to identify patterns, insights, and opportunities for process optimization.
• Champion customer-centric initiatives throughout the organization.
• Manage the customer support budget and resource allocation effectively.
• Stay abreast of industry best practices and emerging technologies in customer experience management.

Requirements

• Minimum of 5 years of experience in customer service management or customer experience roles.
• Demonstrated success in developing and executing customer experience strategies.
• Proven leadership and team management skills, with the ability to motivate and inspire.
• Strong analytical and problem-solving abilities, with experience in data analysis.
• Excellent communication, interpersonal, and presentation skills.
• Proficiency in CRM software and customer support platforms.
• Experience with hybrid work models and managing remote/on-site teams is advantageous.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• A passion for delivering exceptional customer service and building strong customer relationships.

Benefits

Our client offers a competitive salary package, comprehensive medical aid, and retirement fund contributions. We provide opportunities for professional development through extensive training programs and workshops. Enjoy a balanced work-life integration with our hybrid work model. Generous annual leave and sick leave policies are in place. You will have access to discounted company products and services. A supportive and collaborative work environment awaits, fostering innovation and teamwork. Opportunities for career advancement within the organization are significant. Contribute to a company that values employee well-being and professional growth. We also offer performance-based bonuses and incentives. The company promotes a culture of continuous learning and provides access to relevant industry conferences and certifications. Join a team that is dedicated to making a difference in customer satisfaction.