Customer Experience Manager (Call Centre) Mr Price Money

Mr Price; Durban; On-site; ZAR 500,000 - 700,000; Full time

Job summary

A leading retail company in Durban is seeking a Customer Experience Manager to lead the customer service strategy and manage contact centre operations. The ideal candidate should have at least 5 years of leadership experience in a customer care call centre and possess strong communication and leadership skills. Responsibilities include developing performance reporting frameworks and enhancing service delivery processes.

Qualifications

• Minimum of 5 years in a leadership role within a customer care call centre.
• Experience with call centre systems is an advantage.

Responsibilities

• Lead and manage inbound contact centre operations.
• Develop and maintain reporting frameworks.
• Continuously improve operational processes.
• Ensure budget compliance.
• Monitor call queues for optimal management.

Skills

Leadership

Communication

Interpersonal skills

Data analysis

Operational excellence

Education

Matric / Grade 12

Diploma in a relevant field

Tools

Microsoft Office (Intermediate level)

FreshDesk

ZenDesk

Job description

Overview

The Customer Experience Manager is responsible for leading the customer service strategy across the business, ensuring exceptional service delivery and a seamless customer experience. This includes managing contact centre operations, driving performance against KPIs, and overseeing processes related to fraud prevention, reporting, automation, and workforce management.

Responsibilities

• Lead and manage inbound contact centre operations to meet service level targets and customer satisfaction goals.
• Develop and maintain reporting frameworks to monitor performance and identify improvement opportunities.
• Continuously review and enhance operational processes to improve efficiency and service quality.
• Ensure budget compliance and resource availability to support service delivery.
• Implement strategies to improve productivity, profitability, and customer experience.
• Monitor call queues and ensure optimal workforce management.
• Resolve customer service issues and identify trends to inform strategic decisions.
• Communicate performance insights and updates to internal stakeholders and external partners.
• Collaborate with Marketing to align customer service with brand strategy.
• Ensure compliance with service policies, SLAs, and regulatory requirements (., CPA, POPIA).
• Support recruitment, training, and development of a high-performing, engaged team.
• Partner with HR to manage performance and conduct issues effectively.
• Promote company values and foster a culture of continuous learning and improvement.

Qualifications

• Matric / Grade 12
• Diploma in a relevant field
• Minimum of 5 years in a leadership role within a customer care call centre
• Proficient in Microsoft Office (Intermediate level)
• Experience with call centre systems, FreshDesk or ZenDesk (advantage)

Knowledge & Competencies

• Understanding of basic labour laws and disciplinary procedures
• Familiarity with financial and regulatory frameworks, including CPA, POPIA, and NCA
• Strong leadership, communication, and interpersonal skills.
• Proven ability in change management, strategic planning, and conflict resolution
• Experience in stakeholder management and workforce planning.
• Proficiency in analysing data, documenting processes, and driving operational excellence.

Mr Price Group Limited is an equal opportunity employer and is committed to Employment Equity.