Customer Experience Manager

Placements24; Randburg; Hybrid; ZAR 600,000 - 1,000,000; Full time

Benefits offered by this job

Health insurance

Hybrid work model

Retirement fund

Employee discounts

Job summary

Placements24 in Randburg, South Africa, is seeking an experienced Customer Experience Manager to lead the strategy across the customer journey. This hybrid role blends on-site leadership with remote planning to elevate satisfaction, loyalty, and retention across all touchpoints.

You will map journeys, implement feedback loops, train staff, oversee support operations, and collaborate with marketing, sales, and operations to deliver a seamless, customer-centric brand experience.

Qualifications

• Proven experience in Customer Experience Management.
• Strong understanding of customer journey mapping and CRM.
• Excellent leadership and communication skills.
• Ability to analyze data and report on CX metrics.
• Experience in training and coaching teams.

Responsibilities

• Develop and execute a comprehensive customer experience strategy.
• Map the customer journey and identify areas for improvement at each touchpoint.
• Implement customer feedback mechanisms (surveys, reviews) and analyze results.
• Develop and train staff on customer service best practices and empathy.
• Oversee customer support operations, ensuring timely and effective resolution of issues.
• Collaborate with cross-functional teams (marketing, sales, operations) to ensure a seamless customer experience.
• Analyze customer data to identify trends, pain points, and opportunities for enhancement.
• Implement loyalty programs and initiatives to increase customer retention.
• Monitor customer satisfaction scores (CSAT, NPS) and drive improvements.
• Stay abreast of industry best practices in customer experience management.

Skills

Customer experience management

Leadership

Communication

Interpersonal skills

Data analysis

CRM systems

Team coaching

Cross-functional collaboration

Education

Bachelor's degree in Business Administration, Marketing, or related field

Tools

CRM software

Data analytics tools

Job description

About the Role

Our client, a well-established retailer known for its commitment to customer satisfaction, is seeking an experienced Customer Experience Manager for their operations in the Randburg area. This hybrid role requires a blend of on-site leadership and remote strategic planning to enhance the overall customer journey. You will be responsible for developing and implementing strategies that improve customer satisfaction, loyalty, and retention across all touchpoints. The ideal candidate has a deep understanding of customer behavior, excellent communication skills, and a proven ability to lead initiatives that foster positive customer interactions. This position is key to maintaining and elevating our client's reputation for exceptional service.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy.
• Map the customer journey and identify areas for improvement at each touchpoint.
• Implement customer feedback mechanisms (surveys, reviews) and analyze results.
• Develop and train staff on customer service best practices and empathy.
• Oversee customer support operations, ensuring timely and effective resolution of issues.
• Collaborate with cross-functional teams (marketing, sales, operations) to ensure a seamless customer experience.
• Analyze customer data to identify trends, pain points, and opportunities for enhancement.
• Implement loyalty programs and initiatives to increase customer retention.
• Monitor customer satisfaction scores (CSAT, NPS) and drive improvements.
• Stay abreast of industry best practices in customer experience management.

Requirements

• Proven experience in Customer Experience Management, Customer Service Management, or a related role.
• Strong understanding of customer journey mapping, CRM systems, and feedback analysis.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to develop and implement customer-centric strategies.
• Proficiency in data analysis and reporting on key customer experience metrics.
• Experience in training and coaching teams on customer service excellence.
• Ability to work collaboratively with various departments.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Adaptability and a passion for creating positive customer interactions.
• Experience in the retail sector is a significant advantage.

Benefits

• Competitive salary package up to R per annum.
• Hybrid work model offering flexibility between home and office.
• Opportunities to significantly impact customer satisfaction and brand loyalty.
• Professional development and training in customer experience best practices.
• Comprehensive health insurance coverage.
• Retirement fund contribution.
• Employee discounts on retail products.
• A dynamic and collaborative work environment.
• Lead impactful projects focused on enhancing the customer journey.
• Contribute to the long-term success and reputation of a respected brand.