Customer Experience Manager - Retail Operations

Placements24; Sandton; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Performance bonuses

Medical aid and retirement fund

Job summary

Placements24 is seeking a visionary Customer Experience Manager for a progressive retail group, focusing on the Sandton area. The role drives the customer journey from first touch through post-purchase support, using data insights and feedback to implement improvements across the organization.

You will lead cross-functional teams, train frontline staff, monitor CX metrics, and champion a customer-first culture while working in a remote-first environment that supports collaboration with teams

Qualifications

• Minimum of 5 years of experience in Customer Experience Management, Customer Service Management, or related field, preferably within retail.
• Proven ability to develop and execute successful customer experience strategies.
• Strong analytical skills with experience in data analysis, journey mapping, and CX metrics.
• Excellent communication, interpersonal, and stakeholder management skills.
• Experience with CRM systems and customer feedback platforms.
• A deep understanding of retail operations and customer behavior.
• Ability to lead cross-functional teams and influence change.

Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with business goals.
• Analyze customer feedback, journey mapping, and data to identify pain points and opportunities for improvement.
• Design and oversee the implementation of customer-centric processes and initiatives across all touchpoints.
• Collaborate with various departments (e.g., sales, marketing, operations, customer service) to ensure a unified customer experience.
• Train and coach frontline staff on best practices for customer interaction and service excellence.
• Monitor key customer experience metrics (e.g., NPS, CSAT, Customer Lifetime Value) and report on performance.
• Identify and implement technologies and tools that enhance the customer experience.
• Stay abreast of industry trends and best practices in customer experience management.
• Manage customer feedback channels and ensure timely and effective resolution of customer concerns.
• Champion a customer-first culture throughout the organization.

Skills

Customer experience strategy

Stakeholder management

Data analysis

Team leadership

Remote work

Education

Bachelor's degree in Business, Marketing, Psychology, or related field

Tools

CRM systems

Customer feedback platforms

Job description

About the Role

Our client, a progressive retail organization, is seeking a visionary Customer Experience Manager to spearhead initiatives that enhance customer satisfaction and loyalty across their operations, potentially focusing on the **Sandton** area. This role is critical for designing and implementing strategies that ensure a seamless and positive customer journey, from initial interaction through to post-purchase support. You will leverage data insights, customer feedback, and industry best practices to identify areas for improvement and drive impactful changes. The ideal candidate is a customer-centric strategist with a strong understanding of retail operations and a passion for creating exceptional brand experiences. This is a remote-first opportunity, allowing for focused strategic work and collaboration with teams across the region.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with business goals.
• Analyze customer feedback, journey mapping, and data to identify pain points and opportunities for improvement.
• Design and oversee the implementation of customer-centric processes and initiatives across all touchpoints.
• Collaborate with various departments (e.g., sales, marketing, operations, customer service) to ensure a unified customer experience.
• Train and coach frontline staff on best practices for customer interaction and service excellence.
• Monitor key customer experience metrics (e.g., NPS, CSAT, Customer Lifetime Value) and report on performance.
• Identify and implement technologies and tools that enhance the customer experience.
• Stay abreast of industry trends and best practices in customer experience management.
• Manage customer feedback channels and ensure timely and effective resolution of customer concerns.
• Champion a customer-first culture throughout the organization.

Requirements

• Minimum of 5 years of experience in Customer Experience Management, Customer Service Management, or a related field, preferably within the retail sector.
• Proven ability to develop and execute successful customer experience strategies.
• Strong analytical skills with experience in data analysis, journey mapping, and CX metrics.
• Excellent communication, interpersonal, and stakeholder management skills.
• Experience with CRM systems and customer feedback platforms.
• A deep understanding of retail operations and customer behavior.
• Ability to lead cross-functional teams and influence change.
• Bachelor's degree in Business, Marketing, Psychology, or a related field is preferred.
• Self-starter with the ability to work independently and manage projects effectively in a remote setting.
• Familiarity with the **Sandton** retail market is a plus.

Benefits

Our client offers a highly competitive salary, performance bonuses, and comprehensive benefits including medical aid and retirement fund contributions. As a remote position, you benefit from the flexibility and autonomy to work from home, supported by excellent virtual collaboration tools. Professional development opportunities are a priority, ensuring you stay at the forefront of CX best practices. This role offers a unique opportunity to shape the customer journey for a prominent retail brand, with potential for career growth. Working remotely allows for optimal focus on strategic initiatives impacting customers across **Gauteng** and beyond, with a connection to the **Sandton** business hub.