Customer Experience Manager

Virgin Active South Africa (Pty) Ltd; KwaZulu-Natal; On-site; ZAR 700,000 - 1,000,000; Full time

Job summary

Virgin Active South Africa (Pty) Ltd is seeking a Customer Experience Manager to enhance client satisfaction and loyalty through effective interaction strategies. You will focus on developing and implementing customer service initiatives that elevate the overall experience while aligning with our values and objectives.

You will lead a team, map customer journeys, analyze feedback data, and collaborate with cross-functional groups to refine processes and deliver measurable improvements in service

Qualifications

• Proven track record in customer experience management or related field.
• Strong ability to analyze data and extract insights.
• Excellent communication and cross-functional collaboration.

Responsibilities

• Develop and execute customer experience strategies across touchpoints.
• Analyze feedback and data to identify trends and insights.
• Collaborate with cross-functional teams to improve processes.
• Lead the customer support team with training and coaching.
• Implement customer journey mapping to improve end-to-end experience.
• Evaluate success metrics and align with business goals.
• Handle escalated issues professionally with timely resolutions.
• Stay updated on CX best practices and trends.

Skills

Relationship building

Analytical thinking

Communication skills

Team leadership

CRM software

Education

Bachelor’s degree in Business Administration

Tools

CRM software

Data analysis tools

Excel

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.

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.