Customer Experience Manager

Placements24; Mossel Bay; Hybrid; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Competitive salary package with Incent

Health and wellness benefits

Professional development and training

Employee discounts on products

Retirement savings plan contribution

Generous paid time off

Job summary

Placements24 in Mossel Bay, Western Cape, is seeking a Customer Experience Manager to elevate every customer interaction and loyalty across the store. You will lead by example, shaping service standards and coaching staff to deliver outstanding experiences, while using data to drive improvements and personalize the journey.

Ideal candidates have 4+ years in customer service management in retail, strong leadership and communication skills, and a bachelor's degree in a related field.

Qualifications

• 4+ years in customer service management, retail preferred.
• Proven experience developing CX strategies.
• Strong knowledge of CX principles and practices.
• Excellent leadership and interpersonal skills.
• Experience with feedback tools and data analysis.
• Ability to train and motivate teams.
• Conflict resolution and problem-solving skills.
• Willingness to work flexible hours in Mossel Bay.
• Bachelor's degree in Business Administration, Marketing, or related field preferred.

Responsibilities

• Develop and execute strategies to enhance overall customer satisfaction and loyalty.
• Train and coach store staff on effective customer service techniques and complaint resolution.
• Monitor customer feedback through surveys and direct interactions; analyze trends.
• Identify pain points in the customer journey and implement improvements.
• Oversee the customer service desk and ensure efficient handling of inquiries and issues.
• Implement customer feedback mechanisms and reporting systems.
• Collaborate with sales and operations teams to ensure a seamless customer experience.
• Champion a customer-centric culture throughout the Mossel Bay store.
• Manage and resolve escalated customer complaints and disputes.
• Analyze customer data to identify opportunities for personalization and service enhancement.

Skills

Leadership

Customer service

Data analysis

Coaching

Conflict resolution

Education

Bachelor's degree

Tools

CRM software

Survey tools

Job description

About the Role Our client, a well-established chain of electronics and appliance stores, is seeking a dedicated and experienced Customer Experience Manager to lead their operations in Mossel Bay, Western Cape . This is a crucial role focused on ensuring every customer interaction is positive, memorable, and contributes to long-term loyalty. You will be responsible for developing and implementing strategies that enhance customer satisfaction, streamline service processes, and build a strong customer-centric culture within the store. The ideal candidate will possess exceptional leadership skills, a deep understanding of customer service best practices, and a data-driven approach to identifying areas for improvement. You will work closely with store staff to empower them to deliver outstanding service and resolve customer issues effectively. This is a significant opportunity to shape the customer journey in Mossel Bay and drive business growth through superior service.

Key Responsibilities

• Develop and execute strategies to enhance overall customer satisfaction and loyalty.
• Train and coach store staff on effective customer service techniques and complaint resolution.
• Monitor customer feedback through various channels (surveys, reviews, direct interactions) and analyze trends.
• Identify pain points in the customer journey and implement solutions for improvement.
• Oversee the customer service desk and ensure efficient handling of inquiries and issues.
• Implement customer feedback mechanisms and reporting systems.
• Collaborate with sales and operations teams to ensure a seamless customer experience.
• Champion a customer-centric culture throughout the store in Mossel Bay.
• Manage and resolve escalated customer complaints and disputes.
• Analyze customer data to identify opportunities for personalization and service enhancement.

Requirements

• Minimum of 4 years of experience in customer service management, ideally within a retail environment.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Experience with customer feedback tools and data analysis.
• Ability to train and motivate teams to deliver high levels of service.
• Proficiency in conflict resolution and problem-solving.
• Adaptability to work in a dynamic retail setting, including flexible hours as needed in Mossel Bay, Western Cape.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Demonstrated ability to manage challenging customer situations with empathy and professionalism.

Benefits

• Competitive salary package with performance incentives.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and leadership training.
• Significant employee discounts on a wide range of products.
• A key role in shaping customer relations in Mossel Bay, Western Cape.
• Supportive management and a collaborative team environment.
• Retirement savings plan contribution.
• Generous paid time off.