Customer Experience Manager - Kimberley Retail

Placements24; Noord-Kaap; On-site; ZAR 420,000 - 720,000; Full time

Benefits offered by this job

Medical aid

Professional development opportunities

Competitive salary

Job summary

WhatJobs Direct in Kimberley, Northern Cape, seeks a Customer Experience Manager to elevate service across its retail stores. You will design CX strategies, monitor feedback, and collaborate with store managers to ensure a welcoming environment.

The role requires 4+ years in customer service management, strong communication and analytical skills, and experience with CRM systems. Bachelor’s degree is advantageous.

Qualifications

• 4+ years in customer service management or customer experience, preferably retail.
• Proven ability to improve satisfaction and loyalty metrics.
• Excellent communication and interpersonal skills.
• Strong analytical skills to interpret feedback and data.
• Experience in training staff on service protocols.
• Ability to work independently and manage multiple priorities in Kimberley area.
• Proficiency with CRM software and feedback platforms.

Responsibilities

• Design and implement customer experience strategies to elevate service standards across all Kimberley retail locations.
• Develop and manage customer feedback mechanisms (surveys, reviews, social media monitoring) and analyze the data to identify improvement areas.
• Train and coach retail staff on customer service best practices, empathy, and conflict resolution.
• Handle and resolve escalated customer complaints efficiently and effectively, aiming for first-contact resolution.
• Monitor key customer experience metrics and report on performance.
• Collaborate with store managers to ensure consistent service delivery and a welcoming store environment.
• Champion a customer-centric culture throughout the Northern Cape.
• Stay abreast of industry trends and best practices in customer experience management.
• Develop loyalty programs and initiatives to reward and retain customers.

Skills

Customer-centric mindset

Communication skills

Conflict resolution

Analytical skills

Staff training & development

Education

Bachelor's degree in Hospitality/Marketing/Business

Tools

CRM software

Feedback platforms

Job description

WhatJobs Direct in Kimberley, Northern Cape, seeks a Customer Experience Manager to elevate service across its retail stores. You will design CX strategies, monitor feedback, and collaborate with store managers to ensure a welcoming environment.

The role requires 4+ years in customer service management, strong communication and analytical skills, and experience with CRM systems. Bachelor’s degree is advantageous.