Customer Experience Manager

Liquid Thought; Cape Town; On-site; ZAR 858,000; Full time

Job summary

A leading retail company is seeking a Customer Experience Manager to enhance digital and customer experiences across channels. The role involves strategy development, journey mapping, and collaboration with multiple teams. Ideal candidates should have 5 years of experience in digital transformation and a bachelor's degree in a relevant field. This is a full-time onsite position located in Cape Town.

Qualifications

• 5 years of experience in Digital Transformation or UX/UI design.
• Proven track record in implementing Digital strategies.
• Familiarity with e-Commerce solutions in a retail environment.

Responsibilities

• Lead the strategic implementation of digital technologies.
• Design and maintain detailed customer journey maps.
• Collaborate with teams to ensure unified customer experiences.

Skills

Customer Journey Mapping

Digital Strategy

Leadership

Analytical Skills

Communication

Education

Bachelor's degree in Marketing or related field

Tools

Google Analytics

Tableau

Figma

Job description

Overview

Customer Experience Manager (CX / UX)

Introduction: We are looking to employ a Customer Experience Manager for an exciting opportunity within the Omni Channel division of Clicks Retailers. This role will be based at Clicks Head Office Woodstock Cape Town and will report to the Head of Omni Channel.

Job Purpose

The role is responsible for leading the strategic implementation of digital technologies to enhance operational efficiency, customer experience (CX) and user experience (UX), which includes identifying and integrating innovative digital tools and platforms that streamline internal processes, optimize the customer journey and ensure seamless omnichannel interactions across retail, healthcare services and loyalty programs.

By collaborating with cross-functional teams including IT, marketing, pharmacy and customer service, the role helps design and deliver intuitive data-driven experiences that align with evolving customer expectations. This ensures that digital initiatives not only meet business goals but also foster loyalty and satisfaction by creating consistent user-friendly interfaces and personalized engagements across all service areas.

Job Objectives

1. Omnichannel Strategy Development
   • Assist in the design and implementation of the omnichannel strategy aligned with business goals and customer expectations.
   • Integrate digital and physical customer touchpoints including e-commerce, mobile app, in-store services and customer support.
   • Collaborate with stakeholders across teams (e.g. IT, Marketing, Operations) to align priorities and deliver unified experiences.
2. Customer Journey Mapping & Optimization
   • Develop and maintain detailed customer journey maps to identify pain points and improvement opportunities.
   • Lead initiatives to streamline transitions between channels ensuring a cohesive experience.
   • Use data and insights to personalize customer journeys and increase engagement.
3. UX / UI Design Collaboration
   • Work closely with UX / UI teams to ensure all digital interfaces provide an intuitive and engaging experience.
   • Conduct usability testing to validate design decisions and identify areas for improvement.
   • Champion customer-centric design principles to ensure interfaces meet accessibility and inclusivity standards.
4. Commercial Strategy & Revenue Models
   • Collaborate with digital product teams to develop business cases for new initiatives ensuring alignment with strategic goals.
   • Design revenue models and pricing strategies for digital products and services focusing on maximizing profitability.
   • Identify opportunities to drive incremental revenue through digital channels including upselling, cross-selling and subscription models.
5. Performance Monitoring & Analytics
   • Define key performance indicators (KPIs) for omnichannel success such as NPS, CSAT, channel performance monitoring and conversion rates.
   • Analyse customer behaviour and feedback to measure the impact of initiatives and recommend enhancements.
   • Leverage analytics tools to monitor channel performance and ensure objectives are met.
6. Innovation & Technology Integration
   • Partner with IT and product teams to evaluate and implement new tools and technologies (e.g. CRM systems, AI chatbots and personalization platforms).
   • Stay informed about emerging trends in omnichannel retail and customer experience to recommend innovative solutions.
7. Team Collaboration & Leadership
   • Work closely with the digital product and marketing teams to ensure consistency in messaging and branding.
   • Collaborate with in-store teams to ensure digital tools complement physical store interactions.
   • Provide leadership in customer experience projects and mentor team members where applicable.

Requirements

Job Related Knowledge

• Understanding of customer journey mapping and Digital Product Lifecycle Management
• Knowledge of digital transformation
• Knowledge of E-Comm solutions in a Retail environment

Job Related Skills

• Technical Skills
• Digital Strategy
• Proficiency in data analytics tools (e.g. Google Analytics, Tableau or Power BI)
• Familiarity with UX / UI design tools (e.g. Figma, Sketch or Adobe XD)
• Strong digital technology skills across systems, software development and project management

Soft Skills

• Strong leadership and Stakeholder Management skills
• Analytical and data-driven decision-making
• Exceptional communication and presentation abilities
• Customer-centric mindset with a passion for innovation

Job Experience

• 5 years of experience in Digital Transformation, User Experience (UX) / UI design or Product Management roles, preferably in Retail or FMCG
• Proven track record of implementing successful Digital strategies and improving customer satisfaction
• Demonstrated expertise in creating business cases and financial models for Digital Products
• Hands-on experience with CRM, customer analytics tools and e-Commerce Platforms

Education

• Bachelors degree in Marketing, Information Management, Business, Digital Strategy, Finance or a related field

Essential Competencies

• Deciding and Initiating Action
• Leading and Supervising
• Persuading and Influencing
• Presenting and Communicating Information
• Applying Expertise and Technology
• Creating and Innovation
• Formulating Strategies and Concepts
• Planning and Organising
• Adapting and Responding to Change

Job Experience Notes

• CTC is 858000 p / a
• This role is fully onsite
• We prefer a female EE candidate for this role
• Should have Retail / FMCG industry experience
• Should have managed a team before
• It is important that the individual has CX experience and familiar with UX / UI Designs

Employment Details

• Employment Type: Full Time
• Experience: years
• Vacancy: 1