Customer Experience Manager

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Salary incentives

Health benefits

Development opportunities

Hybrid work

Innovation culture

Job summary

Placements24 in Mpumalanga seeks a passionate Customer Experience Manager to elevate satisfaction and loyalty across its retail footprint in Nelspruit. You will design and implement strategies that improve the end-to-end customer journey, from first contact to post-purchase engagement, shaping how customers perceive the brand.

This leadership role requires analysis, cross‑functional collaboration, and the ability to coach staff on service standards.

Qualifications

• Proven experience in customer experience management or related leadership roles.
• Strong knowledge of customer journey mapping and service design.
• Excellent analytical and problem-solving skills with data interpretation.
• Outstanding communication, interpersonal and presentation skills.
• Experience in developing and delivering staff training programs.
• Ability to work in a hybrid environment and manage cross-functional projects.

Responsibilities

• Develop and execute customer experience strategies to improve satisfaction and loyalty.
• Analyze customer feedback and data to identify pain points and areas for improvement in the customer journey.
• Train and coach staff on customer service best practices and brand standards.
• Implement programs and initiatives to enhance customer engagement and retention.
• Collaborate with marketing, sales, and operations teams to ensure a unified customer experience.
• Monitor KPIs related to customer satisfaction and service quality.

Skills

Customer experience management

Leadership

Communication skills

Data analysis

Staff training

Tools

CRM software

Job description

About the Role

Our client is looking for a passionate and strategic Customer Experience Manager to enhance customer satisfaction and loyalty across their retail presence in Nelspruit. You will be responsible for designing and implementing strategies that elevate the customer journey, from initial contact through to post-purchase engagement. This leadership role requires a deep understanding of customer behavior, excellent communication skills, and the ability to collaborate with various departments to ensure a consistent and exceptional brand experience. You will play a vital role in shaping customer perceptions and driving repeat business in a key regional market.

Key Responsibilities

• Develop and execute customer experience strategies to improve satisfaction and loyalty.
• Analyze customer feedback and data to identify pain points and areas for improvement in the customer journey.
• Train and coach staff on customer service best practices and brand standards.
• Implement programs and initiatives to enhance customer engagement and retention.
• Collaborate with marketing, sales, and operations teams to ensure a unified customer experience.
• Monitor key performance indicators related to customer satisfaction and service quality.

Requirements

• Proven experience in customer experience management, customer service leadership, or a related field.
• Strong understanding of customer journey mapping and service design principles.
• Excellent analytical and problem-solving skills, with the ability to interpret customer data.
• Outstanding communication, interpersonal, and presentation skills.
• Experience in developing and delivering staff training programs.
• Ability to work effectively in a hybrid environment and manage cross‑functional projects.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health and wellness benefits package.
• Opportunities for professional development and leadership training.
• Hybrid work model offering flexibility between office and remote work.
• A dynamic work environment focused on innovation and customer centricity.