Customer Experience Manager

Placements24; Polokwane; In loco; ZAR 600.000 - 900.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Medical and retirement benefits

Professional development opportunities

Employee discounts

Dynamic work environment

Generous annual leave

Descrizione del lavoro

Placements24 in Polokwane seeks a Customer Experience Manager to lead customer engagement initiatives and shape the customer journey across touchpoints. You will work with sales, marketing, and operations to foster a customer-centric culture and drive retention and advocacy.

The role requires a deep understanding of CX best practices, strong analytical skills, and a proven ability to implement strategies that enhance satisfaction and loyalty in the Polokwane retail landscape.

Competenze

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 4 years of experience in customer experience management, customer service leadership, or a similar role.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong analytical skills and experience with customer feedback tools and CRM systems.
• Excellent communication, interpersonal, and leadership skills.
• Ability to manage multiple projects and priorities effectively.
• Deep understanding of customer psychology and service excellence.
• Experience in the retail sector is highly desirable.

Mansioni

• Develop and implement comprehensive customer experience strategies aligned with business objectives.
• Oversee customer service operations, ensuring timely and effective resolution of inquiries and issues.
• Collect, analyze, and report on customer feedback through various channels (surveys, reviews, direct interactions).
• Identify pain points in the customer journey and recommend and implement improvements.
• Train and mentor staff on customer service best practices and company service standards.
• Collaborate with marketing and sales teams to ensure a consistent and positive brand experience.
• Develop and manage customer loyalty programs and initiatives.
• Monitor key customer experience metrics (e.g., NPS, CSAT) and drive improvements.
• Stay updated on customer experience trends and best practices in the retail industry.
• Act as a brand advocate, ensuring all customer interactions reflect the company's values.

Conoscenze

Customer journey

Leadership

CRM systems

Data analysis

Stakeholder collaboration

Formazione

Bachelor's degree in Business Administration

Strumenti

CRM tools

Descrizione del lavoro

About the Role

Our client is searching for an experienced and passionate Customer Experience Manager to lead their customer engagement initiatives in **Polokwane**. This role is central to shaping and enhancing the customer journey, ensuring satisfaction and loyalty across all interaction points. The ideal candidate will have a deep understanding of customer service best practices, strong analytical skills to interpret customer feedback, and a proven ability to implement strategies that improve the overall customer experience. You will work closely with sales, marketing, and operations teams to foster a customer-centric culture throughout the organization. This position offers a significant opportunity to make a tangible impact on customer retention and brand reputation within the **Polokwane** retail landscape. If you are dedicated to delivering exceptional service and driving customer advocacy, this role is for you.

Key Responsibilities

• Develop and implement comprehensive customer experience strategies aligned with business objectives.


• Oversee customer service operations, ensuring timely and effective resolution of inquiries and issues.


• Collect, analyze, and report on customer feedback through various channels (surveys, reviews, direct interactions).


• Identify pain points in the customer journey and recommend and implement improvements.


• Train and mentor staff on customer service best practices and company service standards.


• Collaborate with marketing and sales teams to ensure a consistent and positive brand experience.


• Develop and manage customer loyalty programs and initiatives.


• Monitor key customer experience metrics (e.g., NPS, CSAT) and drive improvements.


• Stay updated on customer experience trends and best practices in the retail industry.


• Act as a brand advocate, ensuring all customer interactions reflect the company's values.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.


• Minimum of 4 years of experience in customer experience management, customer service leadership, or a similar role.


• Proven track record of developing and implementing successful customer experience strategies.


• Strong analytical skills and experience with customer feedback tools and CRM systems.


• Excellent communication, interpersonal, and leadership skills.


• Ability to manage multiple projects and priorities effectively.


• Deep understanding of customer psychology and service excellence.


• Experience in the retail sector is highly desirable.


• Proficiency in data analysis and reporting.

Benefits

• Competitive salary and performance-based bonuses.


• Comprehensive medical and retirement benefits.


• Opportunities for professional development and leadership training.


• Employee discounts on a wide range of products.


• A dynamic and rewarding work environment focused on customer satisfaction.


• Generous annual leave allowance.