Customer Experience Lead - Eastern Cape

Placements24; Gqeberha; Vor Ort; ZAR 360.000 - 600.000; Vollzeit

Benefits dieser Stelle

Medical aid

Retirement benefits

Staff discounts

Performance incentives

Zusammenfassung

Placements24 is actively seeking a Customer Experience Lead for our prominent Port Elizabeth store. You will shape and deliver exceptional customer journeys, ensuring every interaction reflects the brand’s commitment to quality and satisfaction.

You will lead the store team, implement service excellence initiatives, analyze customer data, and develop loyalty programs. The role requires strong leadership, CRM proficiency, and a passion for outstanding service.

Qualifikationen

• Minimum 4 years in customer service management or related retail roles.
• Proven ability to develop and execute customer experience strategies.
• Strong understanding of customer journey mapping, service design and feedback mechanisms.
• Excellent leadership, coaching and interpersonal skills.

Aufgaben

• Develop and implement customer experience strategies to boost satisfaction and loyalty in Port Elizabeth store.
• Lead and coach store team on customer service best practices, complaint handling and proactive engagement.
• Monitor feedback through surveys, social media and in-store interactions to identify improvements.
• Analyze journey maps to pinpoint pain points and opportunities for enhancement.
• Collaborate with store management to ensure store environment supports a superior experience.
• Train staff on product knowledge and service standards for informed assistance.
• Manage customer-facing processes to ensure efficiency and personalization at touchpoints.
• Develop and implement customer loyalty initiatives.
• Serve as escalation point for customer concerns and resolve promptly.
• Champion a culture of service excellence across the store.

Kenntnisse

Leadership

CRM systems

Customer journey mapping

Data analysis

Customer service excellence

Tools

CRM platforms

Feedback tools

Jobbeschreibung

About the Role

Our client, a renowned retailer known for its commitment to quality and customer satisfaction, is seeking an experienced and passionate Customer Experience Lead for their prominent store in Port Elizabeth, Eastern Cape . This role is central to shaping and delivering exceptional customer journeys, ensuring every interaction with the brand is positive and memorable. The ideal candidate will be adept at understanding customer needs, implementing service excellence initiatives, and fostering a customer-centric culture throughout the store team. This is a prime opportunity to influence customer loyalty and brand perception in the vibrant Port Elizabeth market.

Key Responsibilities

• Develop and implement customer experience strategies and initiatives to enhance customer satisfaction and loyalty in Port Elizabeth .
• Lead and coach the store team on best practices in customer service, complaint handling, and proactive engagement.
• Monitor customer feedback through various channels (surveys, social media, in-store interactions) and identify areas for improvement.
• Analyze customer journey maps to identify pain points and opportunities for enhancement.
• Collaborate with store management to ensure the physical store environment supports a superior customer experience.
• Train staff on product knowledge and service standards to enable them to provide informed and helpful assistance.
• Manage customer-facing processes, ensuring efficiency and personalization at every touchpoint.
• Develop and implement customer loyalty programs and initiatives.
• Serve as the primary point of contact for escalated customer concerns and ensure timely, satisfactory resolution.
• Champion a culture of service excellence throughout the store, motivating staff to go above and beyond for customers.

Requirements

• Minimum of 4 years of experience in customer service management, customer experience roles, or related fields within the retail industry.
• Proven ability to develop and execute successful customer experience strategies.
• Strong understanding of customer journey mapping, service design, and feedback mechanisms.
• Excellent leadership, coaching, and interpersonal skills.
• Proficiency in CRM systems and customer feedback platforms.
• Exceptional problem-solving and conflict-resolution abilities.
• A deep empathy for customers and a passion for delivering outstanding service.
• Ability to analyze data and translate insights into actionable improvements for the Port Elizabeth store.
• Excellent communication and presentation skills.
• Flexibility to work various shifts, including weekends, as required for optimal customer engagement in Port Elizabeth .

Benefits

Our client offers a competitive salary and performance-based incentives. Employees receive comprehensive medical aid and retirement benefits, along with generous staff discounts. This role provides excellent opportunities for professional growth and the chance to make a tangible impact on customer perception within a well-regarded retail brand in Port Elizabeth .