Customer Experience Manager Retail

Placements24; Soweto; On-site; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Competitive salary package

Performance-based incentives

Staff discounts

Training and development

Career advancement opportunities

Job summary

Placements24 is seeking a Customer Experience Manager to elevate service standards in our Soweto retail store. You will shape customer journeys, manage feedback, resolve issues, and foster loyalty by implementing targeted CX strategies across store operations.

The role requires strong leadership, excellent communication, and a passion for creating memorable retail experiences in Soweto. Flexible hours, including weekends, may apply in line with business needs.

Qualifications

• Proven experience in customer service management, preferably within the retail sector.
• Strong understanding of customer service principles, CRM systems, and feedback mechanisms.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Demonstrated ability to develop and implement effective customer experience strategies.
• Leadership skills with the ability to motivate and guide a team.
• Proficiency in analyzing customer data and deriving actionable insights.
• Ability to work flexible hours, including weekends and public holidays, in Soweto.

Responsibilities

• Develop and execute customer experience strategies aligned with brand values and business objectives.
• Oversee customer service operations, ensuring high levels of service delivery and issue resolution.
• Monitor customer feedback through surveys, reviews, and direct interactions and implement improvements.
• Train and coach store staff on customer service best practices, empathy, and effective communication techniques.
• Manage customer complaints and escalations, ensuring timely and satisfactory resolutions.
• Analyze customer data to identify trends, preferences, and opportunities for service enhancement.
• Collaborate with marketing and sales teams to align customer experience initiatives with promotional activities.
• Maintain a welcoming and accessible store environment that promotes positive customer interactions.
• Implement loyalty programs and initiatives to foster customer retention and advocacy.
• Stay abreast of industry best practices and emerging trends in customer experience management.

Skills

Customer service management

CRM systems

Communication skills

Leadership

Data analysis

Tools

CRM software

Job description

About the Role

Our client is looking for a dedicated and innovative Customer Experience Manager to elevate the service standards in their retail store located in the vibrant community of Soweto, Gauteng . This role is central to shaping and delivering exceptional customer journeys, ensuring every shopper feels valued and satisfied. You will be responsible for developing and implementing strategies that enhance customer engagement, manage feedback, resolve issues, and foster loyalty. The ideal candidate possesses a deep understanding of customer psychology, excellent communication skills, and a passion for creating memorable retail experiences in Soweto .

Key Responsibilities

• Develop and execute customer experience strategies aligned with brand values and business objectives.
• Oversee customer service operations, ensuring high levels of service delivery and issue resolution.
• Monitor customer feedback through various channels (surveys, reviews, direct interactions) and implement improvements.
• Train and coach store staff on customer service best practices, empathy, and effective communication techniques.
• Manage customer complaints and escalations, ensuring timely and satisfactory resolutions.
• Analyze customer data to identify trends, preferences, and opportunities for service enhancement.
• Collaborate with marketing and sales teams to align customer experience initiatives with promotional activities.
• Maintain a welcoming and accessible store environment that promotes positive customer interactions.
• Implement loyalty programs and initiatives to foster customer retention and advocacy.
• Stay abreast of industry best practices and emerging trends in customer experience management.

Requirements

• Proven experience in customer service management, preferably within the retail sector.
• Strong understanding of customer service principles, CRM systems, and feedback mechanisms.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Demonstrated ability to develop and implement effective customer experience strategies.
• Leadership skills with the ability to motivate and guide a team.
• Proficiency in analyzing customer data and deriving actionable insights.
• A passion for creating positive customer interactions and building loyalty.
• Ability to work flexible hours, including weekends and public holidays, as required by the business in Soweto, Gauteng .
• Strong organizational and problem-solving abilities.
• Resilience and a positive attitude in managing challenging customer situations.

Benefits

Our client offers a competitive salary package, reflective of the importance of this role, along with performance-based incentives. Employees receive comprehensive training, opportunities for professional development, and potential for career advancement. Staff discounts on merchandise are a key perk. This role provides a unique opportunity to significantly impact the customer experience in Soweto , contributing to the growth and reputation of the brand. A supportive work environment and access to standard employment benefits are also provided.