Customer Experience Lead

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

Benefits offered by this job

Hybrid work model

Medical benefits

Career growth opportunities

Leadership development programs

Employee wellness

Job summary

WhatJobs Direct in Pretoria seeks a dynamic Customer Experience Lead to champion exceptional customer journeys across the lifecycle. You will design, implement, and optimize touchpoints, collaborating with marketing, sales, and product teams to drive satisfaction and loyalty.

The role requires a deep understanding of customer psychology, service innovation, and the ability to translate insights into actionable improvements for a customer-centric culture.

Qualifications

• Bachelor's degree in Marketing, Business, Psychology, or related field.
• Minimum 5 years in customer experience, journey mapping, or related field.
• Proven track record of implementing CX strategies and driving results.
• Strong data interpretation and actionable planning skills.
• Excellent communication and cross-functional collaboration abilities.
• Experience in designing and delivering customer service training.
• Familiarity with customer feedback tools and analytics platforms.

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with objectives.
• Map and analyze customer journeys across touchpoints to identify improvements.
• Design initiatives to improve satisfaction, engagement, and loyalty.
• Analyze feedback from surveys, reviews, and social channels to Spot pain points.
• Collaborate with marketing, sales, and product teams for consistent CX.
• Develop and deliver training programs to empower employees in CX.
• Monitor CX metrics (NPS, CSAT, CES) and report progress.
• Stay updated on CX trends and best practices; advocate for the customer.

Skills

Analytical skills

Communication

Interpersonal skills

Stakeholder management

Training design

Education

Bachelor's degree in Marketing, Business, Psychology, or related field

Tools

Customer feedback tools

Analytics platforms

Job description

About the Role

Our client, WhatJobs Direct, is seeking a dynamic and strategic Customer Experience Lead to champion exceptional customer journeys within their organization. This role, based in Pretoria, is responsible for designing, implementing, and optimizing all touchpoints across the customer lifecycle. The ideal candidate possesses a deep understanding of customer psychology, a passion for service innovation, and a proven ability to drive measurable improvements in customer satisfaction and loyalty. You will collaborate closely with various departments, including marketing, sales, and product development, to ensure a cohesive and positive customer experience. This is a unique opportunity to make a significant impact on our client's brand perception and customer retention strategies. We are looking for a leader who can inspire a customer-centric culture throughout the company and translate insights into actionable strategies for continuous improvement.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.


• Map and analyze customer journeys across all touchpoints, identifying areas for enhancement.


• Design and implement initiatives to improve customer satisfaction, engagement, and loyalty.


• Gather and analyze customer feedback from various channels (surveys, reviews, social media) to identify pain points and opportunities.


• Collaborate with cross-functional teams to ensure consistent delivery of exceptional customer experiences.


• Develop and deliver training programs to empower employees to provide outstanding customer service.


• Monitor key customer experience metrics (e.g., NPS, CSAT, CES) and report on progress.


• Stay abreast of industry trends and best practices in customer experience management.


• Act as a champion for the customer, advocating for their needs throughout the organization.

Requirements

• Bachelor's degree in Marketing, Business, Psychology, or a related field.


• Minimum of 5 years of experience in customer experience, customer journey mapping, or a related field.


• Proven track record of successfully implementing customer experience strategies and driving measurable results.


• Strong analytical skills with the ability to interpret data and translate insights into actionable plans.


• Excellent communication, presentation, and interpersonal skills.


• Experience in designing and delivering customer service training programs.


• Proficiency in customer feedback tools and analytics platforms.


• Demonstrated ability to influence and collaborate with stakeholders at all levels.


• Experience in the Pretoria business environment is a plus.

Benefits

• An attractive annual salary package up to ZAR.


• Hybrid work model offering flexibility between office and remote work.


• Comprehensive medical and retirement benefits.


• Significant opportunities for career growth and professional development.


• A creative and collaborative work environment in Pretoria.


• Generous annual leave and public holiday allowances.


• Access to leadership development programs.


• Employee wellness initiatives and support.