Customer Experience Manager - Benoni

Placements24; Benoni; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

CX leadership development

Medical aid & retirement fund

Employee discounts

Collaborative environment

Career progression

Generous leave

Job summary

Placements24 in Benoni seeks a passionate Customer Experience Manager to lead initiatives across touchpoints, elevating service delivery and loyalty. You will design CX strategies, train staff on service excellence, analyze data to identify improvements, and collaborate with teams to ensure a unified customer approach.

This role offers a chance to shape a customer-centric culture and drive measurable improvements in brand reputation.

Qualifications

• Proven experience in customer experience management and service leadership.
• Strong ability to map customer journeys and gather insights.
• Experience implementing customer feedback mechanisms and training staff.

Responsibilities

• Develop and implement comprehensive customer experience strategies aligned with business goals.
• Oversee customer service operations, ensuring prompt resolution of inquiries and complaints.
• Design and manage customer feedback systems and analyze results.
• Train and coach staff on customer service best practices and service standards.
• Identify key touchpoints in the customer journey and optimize them for a seamless experience.
• Collaborate with other departments to ensure a unified and positive customer approach.
• Monitor customer satisfaction metrics and implement initiatives to improve scores.
• Stay abreast of industry trends and best practices in customer experience management.
• Act as a customer advocate within the organization, championing customer needs.
• Manage loyalty programs and initiatives to foster repeat business.

Skills

Customer experience management

Leadership

Customer journey mapping

Staff training

Data analysis

Communication

Problem solving

Interdepartmental collaboration

Education

Bachelor's degree in Business/Marketing/Communications

Tools

CRM systems

Job description

About the Role

Our client is seeking a passionate and strategic Customer Experience Manager to lead initiatives in Benoni . This role is dedicated to elevating the customer journey across all touchpoints, ensuring exceptional service delivery and fostering customer loyalty. The ideal candidate will have a deep understanding of customer behavior, experience in implementing customer feedback mechanisms, and a proven ability to drive positive customer interactions. You will be responsible for developing and executing customer experience strategies, training staff on service excellence, and analyzing customer data to identify areas for improvement. This is a pivotal role for a forward-thinking individual who is committed to creating memorable customer experiences and enhancing brand reputation. We are invested in building a customer-centric culture and empowering our managers to achieve this. The Benoni location provides a diverse customer base.

Key Responsibilities

• Develop and implement comprehensive customer experience strategies aligned with business goals.
• Oversee customer service operations, ensuring prompt and effective resolution of inquiries and complaints.
• Design and manage customer feedback systems (surveys, reviews, etc.) and analyze results.
• Train and coach staff on customer service best practices and service standards.
• Identify key touchpoints in the customer journey and optimize them for a seamless experience.
• Collaborate with other departments to ensure a unified and positive customer approach.
• Monitor customer satisfaction metrics and implement initiatives to improve scores.
• Stay abreast of industry trends and best practices in customer experience management.
• Act as a customer advocate within the organization, championing customer needs.
• Manage loyalty programs and initiatives to foster repeat business.

Requirements

• Proven experience in customer experience management, customer service leadership, or a related field.
• Strong understanding of customer journey mapping, service design, and feedback methodologies.
• Excellent communication, interpersonal, and leadership skills.
• Ability to analyze data, identify trends, and translate insights into actionable strategies.
• Experience in developing and delivering training programs.
• Proficiency with CRM systems and customer feedback platforms.
• A passion for creating exceptional customer experiences and building customer loyalty.
• Strong problem-solving and decision-making abilities.
• Ability to work collaboratively across different teams and departments.
• Bachelor's degree in Business, Marketing, Communications, or a related field is preferred.
• Experience within the Benoni area is an asset.

Benefits

• Competitive annual salary of R.
• Opportunity to shape and lead customer experience initiatives.
• Professional development and training opportunities in CX leadership.
• Contribution towards medical aid and retirement fund.
• Employee discounts on products and services.
• A collaborative and impact-driven work environment.
• Potential for advancement within the company.
• Generous leave allowance.