Customer Experience Manager

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 520,000 - 760,000; Full time

Benefits offered by this job

Performance bonus

Professional development

Employee discounts

Health & wellness benefits

Work-life balance

Job summary

Placements24 is seeking a Customer Experience Manager for our Nelspruit, Mpumalanga stores. The role is hybrid, combining strategic planning with on-site coaching of store teams to elevate service standards and drive loyalty.

The ideal candidate will lead customer journey improvements, train staff, analyze feedback, and collaborate with regional leadership to ensure consistent experiences across locations.

Qualifications

• Proven experience in customer experience management or related leadership role.
• Ability to develop and implement customer service strategies.
• Strong knowledge of customer journey mapping and feedback mechanisms.
• Excellent communication, interpersonal, and training skills.
• Ability to analyze data and translate insights into action.
• Experience with CRM systems and feedback platforms.
• Hybrid work experience balancing strategy and on-site coaching.

Responsibilities

• Develop and execute a comprehensive customer experience strategy for the retail environment.
• Train and coach store staff on effective customer service techniques, complaint handling, and building rapport.
• Monitor customer feedback channels and identify areas for improvement.
• Analyze customer data to understand behavior patterns and preferences.
• Implement initiatives to enhance customer satisfaction, loyalty, and retention.
• Act as a brand ambassador, embodying the company's values and service ethos.
• Collaborate with store managers and regional leadership to ensure consistent service delivery across locations.
• Address and resolve escalated customer issues with empathy and efficiency.
• Develop and implement customer service standards and performance metrics.
• Stay updated on best practices in customer experience management and industry trends.

Skills

Leadership

Customer experience

Data analysis

CRM software

Training & coaching

Communication skills

Problem solving

Hybrid work adaptability

Customer journey mapping

Education

Bachelor's degree in Business/Marketing/Communications

Tools

CRM software

Customer feedback platforms

Job description

About the Role

Our client, a renowned retailer focused on premium products, is seeking an exceptional Customer Experience Manager to elevate the service standards within their stores in Nelspruit, Mpumalanga. This role is pivotal in shaping positive customer interactions, driving loyalty, and ensuring every customer feels valued and understood. You will be responsible for developing and implementing customer service strategies, training staff on best practices, and monitoring customer feedback to drive continuous improvement. The ideal candidate will have a passion for service excellence, strong leadership skills, and a deep understanding of customer relationship management. This hybrid role allows for strategic planning and development while also requiring regular on-site engagement to coach and inspire store teams.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy for the retail environment.
• Train and coach store staff on effective customer service techniques, complaint handling, and building rapport.
• Monitor customer feedback channels (surveys, online reviews, direct feedback) and identify areas for improvement.
• Analyze customer data to understand behavior patterns and preferences.
• Implement initiatives to enhance customer satisfaction, loyalty, and retention.
• Act as a brand ambassador, embodying the company's values and service ethos.
• Collaborate with store managers and regional leadership to ensure consistent service delivery across all locations in Nelspruit, Mpumalanga.
• Address and resolve escalated customer issues with empathy and efficiency.
• Develop and implement customer service standards and performance metrics.
• Stay updated on best practices in customer experience management and industry trends.

Requirements

• Proven experience in customer experience management, customer service leadership, or a related role.
• Demonstrated ability to develop and implement successful customer service strategies.
• Strong understanding of customer journey mapping and feedback mechanisms.
• Excellent communication, interpersonal, and training skills.
• Ability to analyze data and translate insights into actionable plans.
• Proficiency in CRM software and customer feedback platforms.
• Leadership qualities with the ability to motivate and inspire teams.
• Problem-solving skills and a calm demeanor under pressure.
• Experience in a hybrid work setting, balancing strategic planning with on-site interaction.
• Bachelor's degree in Business, Marketing, Communications, or a related field.

Benefits

• Competitive annual salary and potential for performance-based bonuses.
• Opportunities for professional development and training in customer experience.
• Generous employee discounts and potential for other perks.
• Comprehensive health and wellness benefits.
• A rewarding role focused on creating positive customer interactions.
• Be part of a team dedicated to service excellence and brand reputation.
• Flexible working arrangements supporting work-life balance.