Customer Experience Lead — Loyalty & Insights

Virgin Active South Africa (Pty) Ltd; Durban; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Virgin Active South Africa (Pty) Ltd is seeking a Customer Experience Manager to elevate client satisfaction and loyalty through targeted interaction strategies. You will craft and execute CX initiatives, analyze feedback for actionable insights, and collaborate with multiple teams to enhance service processes.

The role involves leading the customer support team, coaching staff, and mapping customer journeys to drive end-to-end improvements in a fast-paced environment.

Qualifications

• Proven track record in customer experience management or related field with demonstrable improvements in satisfaction.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication and interpersonal abilities to collaborate across departments.
• Experience leading and developing a customer service team and providing coaching.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with CRM software and data analysis tools.

Responsibilities

• Develop and execute customer experience strategies that drive engagement and loyalty across multiple touchpoints.
• Analyze feedback and data to identify trends and prioritize improvements.
• Collaborate with cross-functional teams to design and improve customer service processes.
• Lead the support team and mentor staff to elevate performance.
• Map customer journeys to visualize end-to-end experiences and identify optimization opportunities.
• Track and report on CX metrics to ensure alignment with business goals.
• Handle escalated issues professionally and resolve them in a timely manner.
• Stay updated on CX best practices and trends to continuously elevate service quality.

Skills

Analytical thinking

Excellent communication

Interpersonal skills

Team leadership

Project management

Education

Bachelor’s degree in Business Administration/Marketing or related field

Tools

CRM software

Data analysis tools

Job description

Virgin Active South Africa (Pty) Ltd is seeking a Customer Experience Manager to elevate client satisfaction and loyalty through targeted interaction strategies. You will craft and execute CX initiatives, analyze feedback for actionable insights, and collaborate with multiple teams to enhance service processes.

The role involves leading the customer support team, coaching staff, and mapping customer journeys to drive end-to-end improvements in a fast-paced environment.