Customer Experience Manager

Virgin Active South Africa (Pty) Ltd; Durban; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Virgin Active South Africa (Pty) Ltd is seeking a Customer Experience Manager to elevate client satisfaction and loyalty through targeted interaction strategies. You will craft and execute CX initiatives, analyze feedback for actionable insights, and collaborate with multiple teams to enhance service processes.

The role involves leading the customer support team, coaching staff, and mapping customer journeys to drive end-to-end improvements in a fast-paced environment.

Qualifications

• Proven track record in customer experience management or related field with demonstrable improvements in satisfaction.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication and interpersonal abilities to collaborate across departments.
• Experience leading and developing a customer service team and providing coaching.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with CRM software and data analysis tools.

Responsibilities

• Develop and execute customer experience strategies that drive engagement and loyalty across multiple touchpoints.
• Analyze feedback and data to identify trends and prioritize improvements.
• Collaborate with cross-functional teams to design and improve customer service processes.
• Lead the support team and mentor staff to elevate performance.
• Map customer journeys to visualize end-to-end experiences and identify optimization opportunities.
• Track and report on CX metrics to ensure alignment with business goals.
• Handle escalated issues professionally and resolve them in a timely manner.
• Stay updated on CX best practices and trends to continuously elevate service quality.

Skills

Analytical thinking

Excellent communication

Interpersonal skills

Team leadership

Project management

Education

Bachelor’s degree in Business Administration/Marketing or related field

Tools

CRM software

Data analysis tools

Job description

About the Role

We are seeking a Customer Experience Manager dedicated to enhancing client satisfaction and loyalty through effective interaction strategies. You will focus on developing and implementing customer service initiatives that elevate the overall experience while ensuring alignment with our company's values and objectives.

Key Responsibilities

• - Develop and execute customer experience strategies that foster customer engagement and loyalty across multiple touchpoints.
• - Analyze customer feedback and data to identify trends and areas for improvement, leading to actionable insights.
• - Collaborate with cross-functional teams to design and enhance customer service processes and procedures.
• - Lead the customer support team in delivering exceptional service while providing training and coaching to enhance performance.
• - Implement customer journey mapping initiatives to visualize and improve the end-to-end customer experience.
• - Evaluate and track success metrics for customer experience initiatives, ensuring alignment with business goals.
• - Handle escalated customer issues and complaints in a professional manner, ensuring timely and effective resolutions.
• - Stay current with industry best practices and trends related to customer experience and service excellence.

Requirements

• - Proven track record in customer experience management or a related field with demonstrable experience in improving customer satisfaction.
• - Strong analytical skills with the ability to interpret data and customer insights effectively.
• - Excellent communication and interpersonal skills, with a talent for building relationships across various departments.
• - Experience in leading and managing a customer service team, with a focus on training and development.
• - Ability to work in a fast-paced environment and manage multiple priorities with strong organizational skills.
• - Proficiency in customer relationship management (CRM) software and data analysis tools.

Preferred Qualifications

• - Bachelor’s degree in Business Administration, Marketing, or a related field.
• - Experience in managing customer experience initiatives in a digital or e-commerce environment.
• - Certifications in customer experience management or related disciplines will be an advantage.

Equal Opportunity Statement

We are committed to creating an inclusive environment for all employees and encourage applications from individuals regardless of their identity. We ensure our recruitment process is compliant with the Employment Equity Act, promoting equal opportunity in the workplace.