Customer Experience Manager (Retail)

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

Benefits offered by this job

Competitive salary and bonus structure

Health, dental and vision insurance

Employee discount on products

Professional development and training

Relocation assistance for exceptional候

Job summary

Placements24 seeks a Customer Experience Manager to lead the customer journey at our flagship Rustenburg store in North West. You will develop and implement CX strategies, oversee store operations, coach staff, and partner with marketing to align initiatives with brand messaging.

The role requires 5+ years in CX or retail management, strong leadership, data analysis, and excellent communication. Based in Rustenburg with full-time hours, relocation support may be considered for exceptional

Qualifications

• Assemble and execute customer experience strategies for the retail store.
• Lead and coach staff to deliver exceptional service.
• Interpret customer data to drive improvements and loyalty.
• Collaborate with marketing to align CX with brand messaging.
• Proven track record in managing customer feedback channels.

Responsibilities

• Develop and implement comprehensive customer experience strategies for the retail store.
• Oversee all customer-facing operations to ensure exceptional service.
• Train and coach staff on customer service best practices and problem solving.
• Analyze feedback channels and data to identify trends and improvements.
• Implement action plans to boost satisfaction and loyalty.
• Handle escalated complaints and resolve issues effectively.
• Collaborate with marketing to align CX initiatives with campaigns.
• Monitor CX metrics (NPS, CSAT) and report to senior management.
• Champion a customer-centric culture store-wide.
• Stay updated on CX best practices and innovative approaches.

Skills

Leadership

Analytical thinking

Communication

Customer feedback management

CRM systems

Education

Bachelor's degree in Business Administration/Marketing

Tools

CRM software

Customer feedback tools

Job description

About the Role

Our client is seeking an exceptional Customer Experience Manager to lead and elevate the customer journey within their flagship retail store in Rustenburg, North West . This pivotal role is responsible for shaping and implementing strategies that foster unparalleled customer satisfaction and loyalty. You will be the guardian of the brand's promise, ensuring every customer interaction, both in-store and through post-purchase follow-ups, is positive, memorable, and aligned with our high standards. The ideal candidate possesses a deep understanding of retail dynamics, a passion for service excellence, and a proven track record in managing customer feedback and implementing service improvements. This is a hands-on role requiring significant presence in the Rustenburg store, working closely with sales teams and management to drive a customer-centric culture. You will be instrumental in turning satisfied customers into brand advocates, fostering a community around our products and services. This position demands leadership, strategic thinking, and a relentless focus on the customer.

Key Responsibilities

• Developing and implementing comprehensive customer experience strategies for the retail store.
• Overseeing all customer-facing operations, ensuring consistent delivery of exceptional service.
• Training and coaching retail staff on customer service best practices, empathy, and problem-solving.
• Managing customer feedback channels (surveys, reviews, social media) and analyzing data to identify trends and areas for improvement.
• Developing and implementing action plans based on customer feedback to enhance satisfaction and loyalty.
• Handling escalated customer complaints and resolving issues effectively and efficiently.
• Collaborating with the marketing team to align customer experience initiatives with brand messaging and campaigns.
• Monitoring key customer experience metrics (e.g., NPS, CSAT) and reporting on performance to senior management.
• Championing a customer-centric culture throughout the store.
• Staying abreast of industry best practices in customer experience management and incorporating innovative approaches.

Requirements

• Minimum of 5 years of experience in customer experience management, retail management, or a related field.
• Demonstrated success in developing and executing customer experience strategies.
• Strong leadership and team management skills, with the ability to motivate and inspire others.
• Excellent analytical and problem-solving skills, with the ability to interpret customer data.
• Exceptional communication, interpersonal, and presentation skills.
• Proficiency in customer feedback tools and CRM systems.
• A deep understanding of retail operations and the customer journey.
• Proven ability to handle difficult customer situations with diplomacy and professionalism.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Must be able to work full-time hours and be based in or willing to relocate to Rustenburg .

Benefits

• A competitive salary and performance-based bonus structure.
• Comprehensive health, dental, and vision insurance.
• Generous employee discount on all company products.
• Opportunities for professional development and leadership training.
• A dynamic and supportive work environment focused on growth.
• The chance to make a significant impact on customer loyalty and brand reputation.
• Annual leave and other statutory benefits.
• Relocation assistance may be considered for exceptional candidates.

Be a key player in shaping the future of customer engagement in retail.