Customer Experience Lead - Pretoria

Placements24; Pretoria; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid work

Medical aid

Retirement benefits

Car allowance

Executive training

Job summary

Placements24 is seeking an experienced Customer Experience Lead to drive strategic CX initiatives in Pretoria. The role focuses on enhancing customer satisfaction, loyalty, and service quality across all touchpoints, with a leadership remit over a team of service professionals.

You will analyze feedback, map journeys, and collaborate across departments to deliver superior customer journeys in the financial sector.

Qualifications

• Master's degree in Business Administration, Marketing, or a related field.
• 7+ years in customer service management with at least 3 years in leadership.
• Proven CX strategy development and execution.
• Strong understanding of the financial services regulatory environment.
• Ability to analyze data and translate insights into actions.

Responsibilities

• Develop and execute comprehensive customer experience strategies.
• Lead, mentor, and motivate a team of customer service representatives.
• Analyze customer feedback, surveys, and journey maps to identify areas for improvement.
• Implement new service standards and training programs for the team.
• Monitor key performance indicators (KPIs) related to customer satisfaction and service quality.
• Collaborate with other departments to ensure a cohesive customer experience.
• Manage customer escalations and ensure timely and effective resolution.

Skills

Leadership

Customer Experience Strategy

Data Analysis

CRM Systems

Interpersonal Skills

Education

Master's degree in Business Administration, Marketing, or related field

Tools

CRM Systems

Customer Feedback Platforms

Job description

About the Role

Our client, a prominent financial services provider, is searching for an experienced and dynamic Customer Experience Lead to spearhead their customer service initiatives in Pretoria . This senior role involves developing and implementing strategies to enhance customer satisfaction, loyalty, and overall experience across all touchpoints. You will be responsible for managing a team of customer service professionals, analyzing customer feedback, and driving improvements in service delivery. This is a key position within the organization, contributing directly to client retention and brand reputation in the Gauteng region. We are looking for a visionary leader who is passionate about creating exceptional customer journeys and possesses a deep understanding of customer service best practices within the financial sector. The ideal candidate will be adept at managing change and inspiring a team to consistently deliver outstanding service.

Key Responsibilities

• Develop and execute comprehensive customer experience strategies.
• Lead, mentor, and motivate a team of customer service representatives.
• Analyze customer feedback, surveys, and journey maps to identify areas for improvement.
• Implement new service standards and training programs for the team.
• Monitor key performance indicators (KPIs) related to customer satisfaction and service quality.
• Collaborate with other departments to ensure a cohesive customer experience.
• Manage customer escalations and ensure timely and effective resolution.
• Stay abreast of industry trends and best practices in customer experience management.
• Oversee the implementation of customer service technologies and tools.
• Report on customer experience performance to senior management.

Requirements

• Master's degree in Business Administration, Marketing, or a related field.
• Minimum of 7 years of progressive experience in customer service management, with at least 3 years in a leadership role.
• Proven experience in developing and implementing successful customer experience strategies.
• Strong understanding of the financial services industry and its regulatory environment.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to analyze data and translate insights into actionable plans.
• Experience with CRM systems and customer feedback platforms.
• Strategic thinker with a customer-centric mindset.
• Ability to manage complex projects and drive cross-functional collaboration.
• Based in or willing to commute to Pretoria for hybrid work.

Benefits

• Competitive executive compensation package.
• Hybrid work arrangement for a balanced work-life integration.
• Significant opportunities for professional growth and leadership development.
• Comprehensive medical aid and retirement benefits.
• Generous annual leave and other paid time off.
• Prime office location in Pretoria .
• Car allowance and performance-based bonuses.
• Access to executive training and industry conferences.
• A challenging yet rewarding work environment.
• Contribute to shaping the future of customer service in the financial sector.