Customer Experience Manager - Retail - Kimberley

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

About the Role

Our client, WhatJobs Direct, is searching for a passionate and dedicated Customer Experience Manager to enhance the service delivery and overall customer journey across its retail operations in **Kimberley, Northern Cape, ZA**. This role is fundamental to building customer loyalty and ensuring that every interaction with our client's brand is positive and memorable. The successful candidate will be responsible for developing and implementing strategies that improve customer satisfaction, resolve complaints effectively, and gather feedback to drive service improvements. You will play a key role in shaping the customer-centric culture within the **Northern Cape** stores, ensuring that staff are trained to provide outstanding service. This position requires a deep understanding of customer psychology and a commitment to excellence in service delivery.

Key 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 (e.g., Net Promoter Score, Customer Satisfaction Score) 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 organization in 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.

Requirements

• Proven experience (4+ years) in customer service management, customer experience, or a related field, preferably within retail.
• Demonstrated success in improving customer satisfaction and loyalty metrics.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong analytical skills with the ability to interpret customer data and feedback.
• Experience in training and developing staff on customer service protocols.
• Ability to work independently and manage multiple priorities effectively in the **Kimberley** area.
• Proficiency with customer relationship management (CRM) software and feedback platforms.
• A genuine passion for delivering exceptional customer experiences.
• Bachelor's degree in Hospitality, Marketing, Business, or a related field is an advantage.

Benefits

Our client offers a competitive salary, comprehensive benefits package including medical aid, and opportunities for professional development. This role provides a unique chance to directly impact customer satisfaction and brand perception in the **Northern Cape**. You will have the autonomy to implement innovative solutions and be recognized for driving positive change in customer relations. Join our client and become a key player in building lasting customer relationships.