Customer Experience Leader | Strategy & Loyalty Training

Placements24; Benoni; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

CX leadership development

Medical aid & retirement fund

Employee discounts

Collaborative environment

Career progression

Generous leave

Job summary

Placements24 in Benoni seeks a passionate Customer Experience Manager to lead initiatives across touchpoints, elevating service delivery and loyalty. You will design CX strategies, train staff on service excellence, analyze data to identify improvements, and collaborate with teams to ensure a unified customer approach.

This role offers a chance to shape a customer-centric culture and drive measurable improvements in brand reputation.

Qualifications

• Proven experience in customer experience management and service leadership.
• Strong ability to map customer journeys and gather insights.
• Experience implementing customer feedback mechanisms and training staff.

Responsibilities

• Develop and implement comprehensive customer experience strategies aligned with business goals.
• Oversee customer service operations, ensuring prompt resolution of inquiries and complaints.
• Design and manage customer feedback systems and analyze results.
• Train and coach staff on customer service best practices and service standards.
• Identify key touchpoints in the customer journey and optimize them for a seamless experience.
• Collaborate with other departments to ensure a unified and positive customer approach.
• Monitor customer satisfaction metrics and implement initiatives to improve scores.
• Stay abreast of industry trends and best practices in customer experience management.
• Act as a customer advocate within the organization, championing customer needs.
• Manage loyalty programs and initiatives to foster repeat business.

Skills

Customer experience management

Leadership

Customer journey mapping

Staff training

Data analysis

Communication

Problem solving

Interdepartmental collaboration

Education

Bachelor's degree in Business/Marketing/Communications

Tools

CRM systems

Job description

Placements24 in Benoni seeks a passionate Customer Experience Manager to lead initiatives across touchpoints, elevating service delivery and loyalty. You will design CX strategies, train staff on service excellence, analyze data to identify improvements, and collaborate with teams to ensure a unified customer approach.

This role offers a chance to shape a customer-centric culture and drive measurable improvements in brand reputation.