Customer Experience Lead

Placements24; Stellenbosch; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary package

Incentives and bonuses

Medical aid and retirement fund

Employee discounts on store products

Professional development and training

Dynamic customer-centric environment

Job summary

Placements24 seeks a Customer Experience Lead for a flagship store in Stellenbosch, Western Cape. You will craft and implement strategies to elevate service standards, foster loyalty, and drive repeat business while leading customer-facing teams.

Ideal candidates have deep customer psychology understanding, a passion for service excellence, and proven leadership in retail CX. This role emphasizes training, feedback analysis, and initiatives to enhance the shopping experience.

Qualifications

• Minimum 4 years in customer service management or a related leadership role in retail.
• Proven success in developing and implementing CX strategies.
• Strong leadership, coaching and team-building skills.
• Excellent communication, interpersonal and conflict-resolution abilities.
• Proficiency in analyzing customer feedback and reporting.

Responsibilities

• Develop and execute CX strategies for consistent high-quality service across touchpoints.
• Lead and motivate customer service teams with ongoing training and coaching.
• Monitor feedback channels and identify areas for improvement.
• Implement service initiatives to increase satisfaction and loyalty.
• Act as brand ambassador and uphold company values.

Skills

Leadership

Customer experience management

Training staff

Communication

Feedback analytics

Tools

CRM systems

Job description

Our client, a progressive retail brand, is seeking an inspiring Customer Experience Lead to elevate the service standards at their flagship store in Stellenbosch, Western Cape . This pivotal role focuses on crafting and implementing strategies that ensure every customer interaction is exceptional, fostering loyalty and driving repeat business. The ideal candidate will have a deep understanding of customer psychology, a passion for service excellence, and proven experience in leading customer-facing teams. You will be responsible for training staff, analyzing customer feedback, and implementing initiatives that enhance the overall shopping experience within the renowned Stellenbosch retail landscape.

Key Responsibilities

• Develop and execute customer experience strategies to ensure consistent, high-quality service across all touchpoints.
• Lead and motivate customer service teams, providing ongoing training and coaching to enhance service skills.
• Monitor customer feedback channels (surveys, reviews, direct interactions) and identify areas for improvement.
• Implement service initiatives and programs designed to increase customer satisfaction and loyalty.
• Act as a brand ambassador, embodying the company’s values and commitment to customer care.
• Resolve complex customer issues and complaints effectively and empathetically.
• Analyze customer journey data to identify pain points and opportunities for enhancement.
• Collaborate with store management to ensure seamless integration of customer experience initiatives.
• Stay abreast of best practices in customer service and experience management.
• Contribute to creating a positive and welcoming store atmosphere in Stellenbosch .

Requirements

• A minimum of 4 years of experience in customer service management, customer experience, or a related leadership role, preferably within retail.
• Demonstrated success in developing and implementing customer experience strategies.
• Strong leadership, coaching, and team-building skills.
• Exceptional communication, interpersonal, and conflict-resolution abilities.
• Proficiency in customer feedback analysis and reporting.
• A deep understanding of customer service principles and best practices.
• Ability to work collaboratively with various departments and stakeholders.
• A proactive and innovative approach to enhancing customer journeys.
• Passion for creating memorable customer interactions.
• Availability to work flexible hours, including weekends, in Stellenbosch, Western Cape .

Benefits

• Competitive salary package reflecting expertise and contribution.
• Performance-based incentives and bonuses.
• Comprehensive medical aid and retirement fund options.
• Generous employee discounts on store products.
• Opportunities for professional development and leadership training.
• A dynamic and customer-centric work environment.
• Be part of a reputable brand in the beautiful Stellenbosch area.
• Work closely with a dedicated team focused on service excellence.
• Regular opportunities to implement innovative service solutions.