Customer Experience Leader – Retail (Polokwane)

Placements24; Polokwane; In loco; ZAR 600.000 - 900.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Medical and retirement benefits

Professional development opportunities

Employee discounts

Dynamic work environment

Generous annual leave

Descrizione del lavoro

Placements24 in Polokwane seeks a Customer Experience Manager to lead customer engagement initiatives and shape the customer journey across touchpoints. You will work with sales, marketing, and operations to foster a customer-centric culture and drive retention and advocacy.

The role requires a deep understanding of CX best practices, strong analytical skills, and a proven ability to implement strategies that enhance satisfaction and loyalty in the Polokwane retail landscape.

Competenze

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 4 years of experience in customer experience management, customer service leadership, or a similar role.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong analytical skills and experience with customer feedback tools and CRM systems.
• Excellent communication, interpersonal, and leadership skills.
• Ability to manage multiple projects and priorities effectively.
• Deep understanding of customer psychology and service excellence.
• Experience in the retail sector is highly desirable.

Mansioni

• Develop and implement comprehensive customer experience strategies aligned with business objectives.
• Oversee customer service operations, ensuring timely and effective resolution of inquiries and issues.
• Collect, analyze, and report on customer feedback through various channels (surveys, reviews, direct interactions).
• Identify pain points in the customer journey and recommend and implement improvements.
• Train and mentor staff on customer service best practices and company service standards.
• Collaborate with marketing and sales teams to ensure a consistent and positive brand experience.
• Develop and manage customer loyalty programs and initiatives.
• Monitor key customer experience metrics (e.g., NPS, CSAT) and drive improvements.
• Stay updated on customer experience trends and best practices in the retail industry.
• Act as a brand advocate, ensuring all customer interactions reflect the company's values.

Conoscenze

Customer journey

Leadership

CRM systems

Data analysis

Stakeholder collaboration

Formazione

Bachelor's degree in Business Administration

Strumenti

CRM tools

Descrizione del lavoro

Placements24 in Polokwane seeks a Customer Experience Manager to lead customer engagement initiatives and shape the customer journey across touchpoints. You will work with sales, marketing, and operations to foster a customer-centric culture and drive retention and advocacy.

The role requires a deep understanding of CX best practices, strong analytical skills, and a proven ability to implement strategies that enhance satisfaction and loyalty in the Polokwane retail landscape.