Customer Experience Leader – Retail (Polokwane)

Placements24; Polokwane; Hybrid; ZAR 350,000 - 600,000; Full time

Job summary

Placements24 is seeking a Customer Experience Manager in Polokwane, Limpopo, for a hybrid role focused on designing and implementing strategies to enhance customer satisfaction and loyalty. You will analyze feedback, train staff on service best practices, and develop programs to foster a customer-centric culture across all touchpoints.

The ideal candidate will combine customer behavior insight with exceptional communication to shape and elevate the customer journey, influencing retention and

Qualifications

• Proven experience leading customer experience initiatives.
• Strong analytical ability to interpret feedback and metrics.
• Ability to design and implement customer-centric programs.

Responsibilities

• Develop and implement customer experience strategies aligned with business goals.
• Oversee customer service operations and ensure timely resolution of inquiries.
• Collect, analyze, and report on customer feedback from surveys, reviews, and direct interactions.
• Identify pain points in the customer journey and drive improvements.
• Train and mentor staff on customer service best practices.
• Collaborate with marketing and sales to maintain a consistent brand experience.
• Develop and manage loyalty programs and initiatives.
• Monitor CX metrics and drive improvements.

Skills

Customer experience

Leadership

Analytical skills

Staff training

Communication

Tools

CRM software

Job description

Our client, a leader in customer-centric retail, is looking for an inspiring Customer Experience Manager to lead their initiatives in Polokwane, Limpopo . This hybrid role will involve designing and implementing strategies to enhance customer satisfaction, loyalty, and overall experience across all touchpoints. You will be responsible for analyzing customer feedback, identifying areas for improvement, training staff on customer service best practices, and developing programs that foster a strong customer-centric culture. The ideal candidate will have a deep understanding of customer behavior, exceptional communication and interpersonal skills, and a passion for creating memorable customer journeys. This is an exciting opportunity to shape the customer experience strategy for a growing brand in Polokwane, Limpopo . We are committed to putting the customer at the heart of everything we do and are seeking a leader who can champion this vision. Your efforts in Polokwane will directly impact customer retention and brand reputation. Join us and make a real difference in how customers connect with our client in Polokwane .

Our client is searching for an experienced and passionate Customer Experience Manager to lead their customer engagement initiatives in Polokwane. This role is central to shaping and enhancing the customer journey, ensuring satisfaction and loyalty across all interaction points. The ideal candidate will have a deep understanding of customer service best practices, strong analytical skills to interpret customer feedback, and a proven ability to implement strategies that improve the overall customer experience. You will work closely with sales, marketing, and operations teams to foster a customer-centric culture throughout the organization. This position offers a significant opportunity to make a tangible impact on customer retention and brand reputation within the Polokwane retail landscape. If you are dedicated to delivering exceptional service and driving customer advocacy, this role is for you.

Key Responsibilities

• 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