Customer Experience Manager

Placements24; Cape Town; Vor Ort; ZAR 900.000 - 1.500.000; Vollzeit

Benefits dieser Stelle

Salary bonus program

Medical aid or health benefits

Annual leave

Professional development

Relocation assistance

On-site amenities

Employee discounts

Zusammenfassung

Placements24 in Cape Town seeks a visionary Customer Experience Manager to lead the customer service function and shape the overall customer journey. You will drive strategies to boost satisfaction and loyalty, manage a team, and partner with marketing, sales, and product teams to deliver superior experiences.

The ideal candidate has a strategic mindset, a passion for customer advocacy, and a proven track record in customer-centric initiatives within fast-paced settings.

Qualifikationen

• Bachelor's degree in Business Administration, Marketing, or related field.
• 7+ years of progressive experience in customer service management.
• Proven ability to drive customer‑centric initiatives in fast-paced environments.
• Exceptional leadership and team management skills.
• Strong analytical and data-driven approach; ability to influence stakeholders.

Aufgaben

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Oversee daily operations of the customer service department and manage a team.
• Analyze feedback, journey data, and KPIs to identify improvement areas.
• Implement policies and standards to ensure high-quality service delivery.
• Champion customer-centric initiatives across marketing, sales and product teams.
• Manage the customer feedback loop and translate insights into improvements.
• Develop and deliver training programs for staff to enhance skills.
• Monitor and report on CSAT, NPS, and retention metrics.
• Manage the customer service budget.

Kenntnisse

Leadership

Customer advocacy

Stakeholder management

Analytical mindset

Team development

Ausbildung

Bachelor's degree in Business Administration

Bachelor's degree in Marketing

Tools

CRM software

Customer feedback platforms

Jobbeschreibung

About the Role

Our client, a leading e-commerce platform, is looking for a visionary Customer Experience Manager to lead their customer service operations in the vibrant city of Cape Town, Western Cape . This senior role is pivotal in shaping and enhancing the overall customer journey, ensuring unparalleled satisfaction and loyalty. You will be instrumental in developing and implementing strategies that foster positive customer interactions across all touchpoints. The ideal candidate possesses a strategic mindset, a passion for customer advocacy, and a proven ability to drive customer‑centric initiatives. This is a unique opportunity to innovate and lead within a fast‑paced, market‑leading organization. You will have the autonomy to redefine customer service excellence and build a team that embodies our client's commitment to its users. Join us in Cape Town, Western Cape , and be at the forefront of revolutionizing customer engagement in the digital age. We are dedicated to creating a workplace where innovation thrives and customer satisfaction is paramount.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Oversee the daily operations of the customer service department, including managing a team of customer service representatives and supervisors.
• Analyze customer feedback, journey data, and key performance indicators (KPIs) to identify areas for improvement.
• Implement customer service policies, procedures, and standards to ensure consistent, high‑quality service delivery.
• Champion customer‑centric initiatives across the organization, collaborating with marketing, sales, and product teams.
• Manage the customer feedback loop, ensuring insights are translated into actionable improvements.
• Develop and deliver training programs for customer service staff to enhance skills and product knowledge.
• Monitor and report on customer satisfaction metrics, such as NPS, CSAT, and customer retention rates.
• Manage the customer service budget effectively.
• Stay abreast of industry best practices and emerging trends in customer experience management.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 7 years of progressive experience in customer service management, with a strong focus on customer experience.
• Demonstrated success in developing and implementing customer experience strategies in a fast‑paced environment.
• Exceptional leadership and team management skills.
• Strong analytical and problem‑solving capabilities with a data‑driven approach.
• Excellent interpersonal and communication skills, with the ability to influence stakeholders at all levels.
• Proficiency in customer relationship management (CRM) software and customer feedback platforms.
• Experience in the e‑commerce or digital services industry is highly desirable.
• Proven ability to drive customer loyalty and retention.
• Commitment to delivering exceptional service in Cape Town, Western Cape .

Benefits

• Attractive salary and performance‑based bonuses.
• Comprehensive medical aid and retirement fund contributions.
• Generous annual leave allowance.
• Professional development opportunities and conference attendance.
• Relocation assistance may be available.
• A dynamic and innovative work culture.
• Subsidized meals and on‑site amenities.
• Employee discounts on company products and services.