Customer Experience Manager - Retail

Placements24; Durban; Hybrid; ZAR 750,000 - 1,100,000; Full time

Benefits offered by this job

Salary & bonuses

Health benefits

Employee discount

Professional development opportunities

Job summary

Placements24, on behalf of a well-established retail group, seeks a Customer Experience Manager to lead CX across Durban operations. You will define, implement and maintain exceptional customer experiences, champion customer-centric strategies, and work with multiple departments to improve service quality and brand loyalty.

The role combines strategic planning with hands-on leadership of front-line teams, focusing on NPS, CSAT and customer retention.

Qualifications

• Minimum of 5 years in customer experience or related retail role.
• Proven track record of developing and implementing CX strategies.
• Strong analytical skills and ability to translate data into actions.
• Excellent communication and interpersonal skills.
• Experience managing customer service teams and training programs.
• Proficiency with CRM systems and feedback platforms.
• Bachelor's degree in Business, Marketing, Hospitality, or related field.

Responsibilities

• Develop and implement a comprehensive CX strategy for Durban retail operations.
• Lead customer journey mapping and identify improvement opportunities.
• Collect, analyze, and report on customer feedback across channels.
• Design training programs for frontline staff to enhance service.
• Collaborate with marketing, sales and operations to ensure consistent CX.
• Oversee customer service operations, including escalation processes.
• Design loyalty programs to foster retention and advocacy.
• Monitor CX metrics (NPS, CSAT, CES) and report to senior leadership.
• Stay abreast of CX trends and best practices.

Skills

Customer experience management

Data analysis

Stakeholder management

Team leadership

Training & development

Education

Bachelor's degree in Business/Marketing/Hospitality

Tools

CRM systems

Customer feedback platforms

Job description

About the Role Our client, a well-established retail group, is looking for an innovative and customer-focused Customer Experience Manager to lead initiatives in Durban, KwaZulu-Natal . This critical role will be responsible for defining, implementing, and maintaining exceptional customer experiences across all touchpoints of the retail operations. You will champion customer-centric strategies, analyze customer feedback, and collaborate with various departments to enhance service quality, brand loyalty, and overall customer satisfaction in the Durban region. The ideal candidate possesses a passion for understanding customer needs, a strategic mindset, and proven experience in developing and executing customer experience programs within the retail sector. This is an opportunity to shape how customers interact with the brand and drive measurable improvements in customer engagement and retention. You will be a key advocate for the customer, ensuring that every interaction reflects the brand's commitment to excellence. This role involves a blend of strategic planning, operational oversight, and hands‑on engagement with front-line teams to foster a culture of outstanding service delivery.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy tailored for the retail environment in Durban, KwaZulu-Natal .
• Oversee the customer journey mapping and identify opportunities for improvement at each stage.
• Collect, analyze, and report on customer feedback through various channels (surveys, reviews, social media, direct feedback).
• Develop and implement training programs for front-line staff to enhance customer service skills and brand ambassadorship.
• Collaborate with marketing, sales, and operations teams to ensure consistent brand messaging and customer experience.
• Manage customer service operations, including complaint resolution and escalation processes.
• Design and implement loyalty programs and initiatives to foster customer retention and advocacy.
• Monitor key customer experience metrics (NPS, CSAT, CES) and report on performance to senior leadership.
• Stay abreast of industry best practices and emerging trends in customer experience management.
• Drive a culture of customer centricity throughout the organization.

Requirements

• Minimum of 5 years of experience in customer experience, customer service management, or a related role within the retail industry.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong analytical skills with the ability to interpret customer data and translate insights into actionable plans.
• Excellent communication, presentation, and interpersonal skills.
• Experience in managing customer service teams and training programs.
• Proficiency in customer feedback platforms and CRM systems.
• Bachelor's degree in Business, Marketing, Hospitality, or a related field.
• Ability to work effectively in a hybrid model, collaborating with teams both on-site and remotely.
• Demonstrated ability to influence stakeholders at all levels.
• A passion for delivering exceptional customer service.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health and wellness benefits package.
• Generous employee discount on retail products.
• Opportunities for professional development and leadership training.