Customer Experience Manager

Ext; Cape Town; Remote; ZAR 300 000 - 400 000; Full time

Job summary

A leading technology firm is seeking a Customer Experience Manager to enhance service excellence and customer satisfaction. Responsibilities include advocating for customer needs, conducting market analysis, and collaborating with teams to improve customer welfare. Ideal candidates will have strong leadership, stakeholder management skills, and a background in finance. This is a remote position offering a competitive salary and corporate benefits.

Benefits

Competitive salary

Corporate benefits

Ongoing education & training

Global career opportunities

Inspiring culture

Qualifications

• Proven ability to influence and deliver results through others.
• Strong grasp of customer-centric methodologies and tools.
• Results-driven mindset with a track record in financial environments.

Responsibilities

• Champion service excellence across teams.
• Act as the voice of the customer.
• Lead initiatives that enhance customer satisfaction.

Skills

Leadership & Collaboration

Stakeholder-management

Customer-Centric Expertise

Commercial Acumen

Analytical Skills

Communication Skills

Industry Experience

Job description

About The Role

As Exante's Customer Experience Manager, you'll be at the heart of our commitment to customer‑centricity.

You will proactively champion service excellence across all teams, act as the voice of the customer, and spearhead initiatives that elevate satisfaction and loyalty.

Reporting Line : Marketing Director  Worksite : Remote

Responsibilities

Embed the Voice of the Customer

• Advocate internally for customer needs, collaborating with cross‑functional teams to prioritize and implement customer‑driven projects.
• Build and maintain strong stakeholder relationships to turn insights into action.
• Monitor & Improve Satisfaction: develop and maintain a framework for tracking customer satisfaction metrics.
• Conduct client interviews (phone, online, face‑to‑face) to gather feedback.
• Analyze customer insights to identify trends, drive improvement plans, and raise satisfaction scores.
• Drive Cultural Change: lead and support initiatives that embed customer‑first methodologies across the organization.
• Challenge the status quo and hold teams accountable for service quality.

Escalation & Resolution

• Act as the central escalation point for service issues for top‑valued clients.
• Perform root‑cause analysis, define corrective actions, and coordinate next steps to resolve outstanding cases.

Competitive & Market Analysis

• Research market trends and competitor practices.
• Propose recommendations to continuously enhance our customer experience.

Optimize Customer Welfare

• Oversee the effective use of customer welfare processes.
• Identify vulnerable clients and ensure regional teams implement appropriate support measures.

Enhance Key Touchpoints

• Collaborate on improving the UX of critical customer interactions: registration, funding/withdrawal requests, account reporting, etc.

Qualifications

• Leadership & Collaboration: proven ability to influence and deliver results through others in a matrix organization.
• Exceptional stakeholder‑management and relationship‑building skills.
• Customer‑Centric Expertise: strong grasp of customer‑centric methodologies, tools, and frameworks.
• Commercial Acumen: results‑driven mindset with a track record of optimizing performance in a competitive, regulated financial environment.
• Analytical & Decisive: comfortable interpreting data to inform decisions and measure impact.
• Communication Skills: excellent written and verbal presentation skills, able to distill complex concepts into clear, compelling narratives.
• Industry Experience (Preferred): background in finance or investment services.

If you're ready to make a measurable impact on Exante's service excellence, we'd love to hear from you.

Personality / Mindset

• Integrity & loyalty
• Team player with advanced communication and collaboration skills
• A hands‑on, can‑do attitude – always looking for solutions and thinking out of the box
• Overachiever mentality
• Capability to work and succeed in the fast pace and ever‑changing environment

We Offer

• Competitive salary
• Corporate benefits (choose your preferred options)
• Truly inspiring culture, pleasant and informal work environment
• Ongoing education & training programs
• Opportunity to network and connect in the Corporate Events
• Global career opportunities
• Benefits / perks vary depending on the nature of your employment with the company and the country where you work
• A group of disruptive technology experts created EXANTE.

With an impressive track record in the industry and knowledge of the markets, our systems are built to democratize access to global financial instruments for professional traders and institutional investors.