Customer Experience Manager

Boardroom Appointments; Johannesburg; On-site; ZAR 520,000 - 760,000; Full time

Job summary

Boardroom Appointments in Johannesburg is seeking a Customer Experience Manager to lead CX initiatives, analyze customer data, and collaborate across departments to improve service quality.

The role requires at least 4 years in a similar role and a BCom General; finance/marketing qualifications are advantageous. This position is based in South Africa with a focus on delivering exceptional customer experiences.

Qualifications

• Minimum 4 years in a similar role.
• Strong ability to work independently and meet deadlines.
• Proven relationship-building and communication skills.
• BCom General; finance/marketing degrees advantageous.

Responsibilities

• Leverage customer analytics and insights to steer business decisions.
• Develop and lead CX frameworks delivering financial and experiential benefits.
• Translate customer needs into actionable goals.
• Deliver service excellence by adhering to quality standards.
• Seek feedback and pursue training when needed.
• Collaborate across teams to enhance delivery and innovation.

Skills

Independent worker

Relationship building

Self-starter

Time management

Education

BCom General

BCom Finance

Job description

About the job Customer Experience Manager

Customer Experience Manager

Key Responsibilities:

• Gather and leverage customer analytics and market insights to inform the business on decisions that could negatively impact the customer experience or on profitable opportunities to improve the customer experience
• Prioritize initiatives, develop and lead customer experience frameworks that deliver financial benefit and a positive impact on the customer experience
• Translate customer needs into actionable goals
• Deliver internal and external customer service excellence through adherence to quality service standards
• Assess own performance through seeking timely and clear feedback and request training where appropriate
• Build working relationships across teams and functional lines in order to enhance work delivery, collaboration and innovation

Requirements:

• Able to work independently and deliver within agreed time frames
• A self-starter and able to build relationships
• Have at least 4 years' experience in a similar role
• Hold a minimum qualification of BCom General; BCom in Finance, Accounting, or Marketing will be an advantage