Customer Experience Manager - Northern Cape Retail Chain

Placements24; Upington; Hybride; ZAR 900 000 - 1 200 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Employee discount

Résumé du poste

Placements24 is seeking a Customer Experience Manager to lead service excellence across their Northern Cape stores, including Upington. You will design and implement customer-centric programs, map journeys, train staff, and partner with marketing and operations to ensure a consistent brand experience.

The role requires 4+ years in customer experience or service leadership, strong analytics, and the ability to travel regionally.

Qualifications

• Minimum 4 years of experience in customer experience/ service leadership in retail.
• Strong understanding of customer journey mapping and service design.
• Excellent communication, presentation and interpersonal skills.

Responsabilités

• Develop and implement a comprehensive customer experience strategy for all Northern Cape stores.
• Map the customer journey and identify key touchpoints for improvement.
• Design and deliver customer service training for store staff.
• Monitor feedback from surveys and reviews and act on insights.
• Collaborate with marketing and operations to ensure a consistent brand experience.
• Resolve complex customer complaints with timely, satisfactory resolutions.
• Analyze customer data to identify trends and opportunities for improvement.

Connaissances

Customer journey mapping

Service design

Leadership

Data analysis

CRM proficiency

Cross-functional collaboration

Formation

Bachelor's degree in Marketing, Business, or Communications

Outils

CRM systems

Feedback tools

Description du poste

About the Role

Our client, a prominent retail group, is seeking an experienced and passionate Customer Experience Manager to lead and elevate customer service initiatives across their stores in the Northern Cape . This strategic role is vital in ensuring every customer interaction contributes to brand loyalty and satisfaction. The ideal candidate will have a deep understanding of customer journey mapping, service excellence principles, and the ability to implement impactful customer-centric strategies. You will be responsible for developing and executing programs that enhance the overall customer experience, from in-store interactions to post-purchase follow-up. This position offers a unique opportunity to shape the customer's perception of the brand in a dynamic market. The role requires a strong leader who can inspire and guide store teams to consistently deliver exceptional service. Based strategically within the Northern Cape , potentially in or near Upington , you will play a key role in differentiating our client's offerings through superior customer engagement. We are committed to fostering a culture where customer satisfaction is paramount and employees are empowered to create memorable experiences. Your strategic vision will be instrumental in driving customer loyalty and achieving business objectives in this key region.

Key Responsibilities

• Developing and implementing a comprehensive customer experience strategy for all retail locations in the Northern Cape .
• Mapping the customer journey and identifying key touchpoints for improvement.
• Designing and executing customer service training programs for store staff.
• Monitoring customer feedback through surveys, reviews, and direct interaction, and acting upon insights.
• Implementing initiatives to enhance customer loyalty and retention.
• Collaborating with marketing and operations teams to ensure a consistent brand experience.
• Resolving complex customer complaints and ensuring timely and satisfactory resolutions.
• Analyzing customer data to identify trends and opportunities for service enhancement.
• Staying updated on best practices in customer experience management within the retail industry.
• Measuring and reporting on key customer experience metrics (e.g., NPS, CSAT).

Requirements

• Minimum of 4 years of experience in customer experience management, customer service leadership, or a related role, preferably within retail.
• Proven track record of developing and implementing successful customer experience strategies.
• Excellent understanding of customer journey mapping and service design principles.
• Strong analytical and problem-solving skills with the ability to interpret data.
• Exceptional communication, presentation, and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Proficiency in customer feedback tools and CRM systems.
• Experience in the Northern Cape market is an advantage.
• Ability to travel within the region as needed for store visits and training.
• Bachelor's degree in Marketing, Business, Communications, or a related field is preferred.

Benefits

• Competitive annual salary and performance incentives.
• Hybrid work model offering flexibility between remote and in-office/store presence.
• Opportunity to significantly influence customer perception and loyalty in a key region.
• Professional development opportunities and access to industry best practices.
• Generous employee discount on products.
• Be part of a dynamic and customer-focused retail organization.
• Contribute to building a strong brand reputation through exceptional service.