Customer Experience Lead | Elevate Loyalty (Port Elizabeth)

Placements24; Gqeberha; On-site; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Medical aid

Retirement benefits

Staff discounts

Performance incentives

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

CRM systems

Customer journey mapping

Data analysis

Customer service excellence

Tools

CRM platforms

Feedback tools

Job description

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.