Customer Experience Lead — Training, Loyalty & Excellence

Placements24; Stellenbosch; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary package

Incentives and bonuses

Medical aid and retirement fund

Employee discounts on store products

Professional development and training

Dynamic customer-centric environment

Job summary

Placements24 seeks a Customer Experience Lead for a flagship store in Stellenbosch, Western Cape. You will craft and implement strategies to elevate service standards, foster loyalty, and drive repeat business while leading customer-facing teams.

Ideal candidates have deep customer psychology understanding, a passion for service excellence, and proven leadership in retail CX. This role emphasizes training, feedback analysis, and initiatives to enhance the shopping experience.

Qualifications

• Minimum 4 years in customer service management or a related leadership role in retail.
• Proven success in developing and implementing CX strategies.
• Strong leadership, coaching and team-building skills.
• Excellent communication, interpersonal and conflict-resolution abilities.
• Proficiency in analyzing customer feedback and reporting.

Responsibilities

• Develop and execute CX strategies for consistent high-quality service across touchpoints.
• Lead and motivate customer service teams with ongoing training and coaching.
• Monitor feedback channels and identify areas for improvement.
• Implement service initiatives to increase satisfaction and loyalty.
• Act as brand ambassador and uphold company values.

Skills

Leadership

Customer experience management

Training staff

Communication

Feedback analytics

Tools

CRM systems

Job description

Placements24 seeks a Customer Experience Lead for a flagship store in Stellenbosch, Western Cape. You will craft and implement strategies to elevate service standards, foster loyalty, and drive repeat business while leading customer-facing teams.

Ideal candidates have deep customer psychology understanding, a passion for service excellence, and proven leadership in retail CX. This role emphasizes training, feedback analysis, and initiatives to enhance the shopping experience.