Customer Experience Lead

Placements24; George; Hybrid; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Hybrid work model

Medical aid

Retirement fund contributions

Employee discounts

Leadership development

Job summary

Placements24 is seeking a Customer Experience Lead to join their George-based retail team in a hybrid role, blending in-store collaboration with remote work. You will champion exceptional service across physical and digital touchpoints, and drive loyalty programs in line with our brand values.

As part of the role, you will develop CX strategies, mentor frontline staff, analyze feedback, and collaborate with marketing and sales to create engaging experiences that boost customer satisfaction and

Qualifications

• Minimum 3 years in customer service management in retail.
• Proven ability to develop and implement CX strategies.
• Strong understanding of CRM systems and customer feedback platforms.
• Excellent communication, leadership and problem-solving skills.
• Experience training and motivating teams to deliver outstanding service.

Responsibilities

• Develop and execute CX strategies to enhance the customer journey and loyalty.
• Train and mentor customer-facing staff on service best practices.
• Monitor feedback channels and implement improvements.
• Analyze customer data to identify trends and pain points.
• Collaborate with marketing and sales to create compelling experiences and promotions.
• Resolve escalated issues to ensure customer retention.

Job description

About the Role

Our client is seeking an enthusiastic and customer-focused Customer Experience Lead to join their vibrant retail team in George. This hybrid role requires a dedicated professional to champion exceptional customer service, drive loyalty programs, and enhance overall customer satisfaction across both physical and digital touchpoints. You will be responsible for developing and implementing strategies that align with our brand values and meet evolving customer expectations. This is an exciting opportunity to make a tangible impact on customer relationships and contribute to the continued success of a respected retail brand in the Western Cape, within a framework that blends in-office collaboration with the flexibility of remote work.

Key Responsibilities

• Develop and execute strategies to enhance the end-to-end customer journey and build lasting customer loyalty.
• Train and mentor customer-facing staff on best practices in customer service and engagement.
• Monitor customer feedback channels, including reviews and social media, and implement improvements accordingly.
• Analyze customer data to identify key trends, pain points, and opportunities for service enhancement.
• Collaborate with marketing and sales teams to create compelling customer experiences and promotions.
• Resolve escalated customer issues with professionalism and efficiency, ensuring customer retention.

Requirements

• Minimum 3 years of experience in customer service management or a related role within the retail sector.
• Proven ability to develop and implement successful customer experience strategies.
• Strong understanding of CRM systems and customer feedback platforms.
• Excellent communication, leadership, and problem-solving skills.
• Experience in training and motivating teams to deliver outstanding service.
• Familiarity with both in-store and online retail operations.

Benefits

• Competitive salary package with potential for bonuses.
• Hybrid work model offering a blend of office and remote flexibility.
• Comprehensive medical aid and retirement fund contributions.
• Employee discounts on a wide range of retail products.
• Opportunities for leadership development and career progression.