Customer Experience Lead - Retail

Placements24; Bloemfontein; On-site; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive health benefits

Leadership training

Employee discounts

Career development

Job summary

Placements24 in Bloemfontein is seeking a Customer Experience Lead to champion outstanding service across retail operations. You’ll design initiatives, coach staff, and translate customer insights into improvements. The role focuses on building loyalty and driving repeat business through high standards of service.

The candidate will lead initiatives to enhance the end-to-end customer journey, develop service protocols, and foster a customer-centric culture across stores in the region.

Qualifications

• Proven experience in customer experience management, preferably within the retail sector.
• Demonstrated success in developing and implementing customer service strategies.
• Excellent leadership, communication, and problem-solving skills.
• Ability to analyze customer data and translate insights into actionable improvements.
• Strong understanding of retail operations and customer service best practices in Bloemfontein.

Responsibilities

• Design and implement customer experience initiatives across all retail touchpoints.
• Train and coach store staff on best practices for customer engagement and service excellence.
• Gather and analyze customer feedback through various channels to identify areas for improvement.
• Develop and maintain customer service standards and protocols.
• Address and resolve complex customer issues, ensuring timely and satisfactory resolutions.

Skills

Customer experience management

Leadership

Communication

Problem-solving

Data analysis

Job description

About the Role

Our client is searching for a passionate and experienced Customer Experience Lead to champion outstanding customer service within their retail operations in Bloemfontein . You will be responsible for developing and implementing strategies that enhance the overall customer journey, ensuring every interaction is positive and memorable. This role requires a deep understanding of customer needs, exceptional communication skills, and the ability to inspire a retail team to prioritize customer satisfaction. You will play a pivotal role in building customer loyalty and driving repeat business through exceptional service standards.

Key Responsibilities

• Design and implement customer experience initiatives across all retail touchpoints.
• Train and coach store staff on best practices for customer engagement and service excellence.
• Gather and analyze customer feedback through various channels to identify areas for improvement.
• Develop and maintain customer service standards and protocols.
• Address and resolve complex customer issues, ensuring timely and satisfactory resolutions.

Requirements

• Proven experience in customer experience management, preferably within the retail sector.
• Demonstrated success in developing and implementing customer service strategies.
• Excellent leadership, communication, and problem-solving skills.
• Ability to analyze customer data and translate insights into actionable improvements.
• Strong understanding of retail operations and customer service best practices in Bloemfontein.

Benefits

• Competitive salary and performance incentives.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and leadership training.
• Generous employee discounts on store merchandise.
• A positive and customer-centric work culture.