Customer Experience Leader

Performability Recruitment (Pty) Ltd; Durban; On-site; ZAR 700,000 - 900,000; Full time

Job summary

Performability Recruitment (Pty) Ltd in Durban seeks a Customer Experience Leader to drive operational and commercial performance across the client portfolio. You will manage KT Coaches and their Advisors to deliver revenue, gross margin and KPI targets while shaping a strong culture.

The role requires proven leadership, coaching, client relationship management and a data‑driven mindset to identify improvements and sustain superior service levels.

Qualifications

• Extensive contact centre operational management and strategic planning experience.
• Strong leadership, coaching culture and ability to develop high-performing teams.
• Proven KPI achievement, client relationship management and financial awareness.
• Excellent written, verbal and presentation skills; integrity in representation.

Responsibilities

• Achieve operational KPIs and contractual obligations, including hours, compliance and customer satisfaction targets.
• Manage day-to-day client relationships at operational level with high client satisfaction.
• Lead and coach KT Coaches to empower Advisors to deliver superior service.
• Collaborate with HR to analyse employee engagement and reduce attrition.
• Analyse results, create improvement plans with Continuous Improvement, and drive performance.
• Foster a performance-driven working environment and communicate effectively with the team.
• Prepare and present monthly/quarterly client reviews and KT reports.
• Set objectives to deliver KT and contractual KPIs and financial targets.
• Analyse reports for performance management and disciplinary decisions.
• Drive revenue and gross margin targets, identifying revenue generation opportunities.

Skills

Leadership

KPI management

Client relationship management

Coaching

Operational management

Communication

Presentation

MS Office

Tools

MS Office

Job description

About the job Customer Experience Leader

A leading CX provider, unrivalled in developing and training its people to be the best they can be. This investment in people ensures longest staff retention possible enabling them to best serve client's customer service needs.

The purpose this role is to deliver all operational and commercial performance metrics across your business stream through the management of KT Coaches, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective culture.

Key Responsibilities

• Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements, and customer satisfaction targets
• Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
• Lead, develop, motivate, and coach KT Coaches enabling them to lead and manage their Advisors to deliver a superior level of service.
• Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environment
• Analyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
• Create and maintain a strong performance driven working environment
• Communicate effectively with your team to create and maintain a motivated and challenged workforce
• Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KT reports
• Objective setting to achieve delivery of Client strategic vision
• Objective setting to achieve delivery of KT contractual and internal KPIs and financial targets
• Analysis of reports and decision making in relation to performance management and disciplinary issues
• Responsibility for delivery of your business streams Revenue ,Gross Margin targets and performance
• Responsibility for identifying revenue generation

Key Requirements

Professional Experience:

• Contact centre operational management and strategic planning experience
• Effective leadership through team building , development, and a strong coaching culture
• Highly focussed and driven
• Great ability to coach the coach
• KPI management and proven track record of achievement
• Ability to create dynamic and highly performing teams
• Commercial awareness and financial management
• Thorough understanding of resource optimisation and delivery
• Excellent client relationship management
• Experience within an operations role and managing varying team sizes
• Excellent written, verbal and presentation skills
• Act with integrity at all times when representing our business and its people
• Ambassador for KT values and brand Preferred
• Solutions orientated
• Endless enthusiasm with determination to overachieve on set targets

Technical Experience:

• Excellent written, numeracy, verbal and presentation skills
• Highly proficient in MS Office applications