Customer Experience Manager - WhatJobs Direct

Placements24; Gqeberha; Híbrido; ZAR 900 000 - 1 300 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fully remote work arrangement

Home office setup allowance

Travel expenses covered for in-person;

Professional development opportunities

Resumo da oferta

Placements24 is seeking a Customer Experience Manager to lead initiatives that enhance customer satisfaction and loyalty in a remote-first setting across South Africa. You will analyze customer data, develop customer-centric strategies, and drive cross-functional teams to deliver exceptional service at all touchpoints.

The role requires strong analytical, communication, and leadership skills, with a focus on empowering frontline staff and improving the overall customer journey.

Qualificações

• Bachelor’s degree in Marketing, Business Administration, Communications or related field.
• Minimum 5 years in customer experience, customer service management, or related role within retail.
• Proven track record developing and implementing CX strategies.
• Strong analytical skills to interpret data and turn insights into actions.
• Excellent communication, presentation and interpersonal skills.

Responsabilidades

• Develop and implement customer experience strategies to improve satisfaction and loyalty.
• Analyze feedback and data to identify drivers of satisfaction and dissatisfaction.
• Design and optimize customer journeys across channels for seamless interactions.
• Collaborate with marketing, sales, and operations to align CX initiatives.
• Develop and deliver training to enhance staff customer service skills.
• Manage feedback systems and timely resolution of escalations.
• Identify opportunities for innovation in service delivery and tech adoption.
• Track CX metrics (NPS, CSAT) for senior management.
• Advocate for the customer and foster a customer-centric culture.
• Stay updated on CX best practices and trends.

Conhecimentos

Analytical thinking

Communication skills

Interpersonal skills

Project management

Cross-functional leadership

Strategic thinking

Change management

Formação académica

Bachelor’s degree in Marketing, Business Admin, Communications

Ferramentas

CRM systems

Customer feedback platforms

Descrição da oferta de emprego

About the Role

Our client, a forward-thinking retail organization, is seeking a passionate and strategic Customer Experience Manager to lead initiatives that enhance customer satisfaction and loyalty in Port Elizabeth, Eastern Cape. This pivotal role focuses on understanding customer needs, identifying areas for improvement, and implementing solutions to deliver exceptional service across all touchpoints. The ideal candidate will have a proven ability to analyze customer data, develop customer-centrics strategies, and manage cross-functional teams to achieve desired outcomes. This is a remote-first position, offering the flexibility to work from anywhere within South Africa, with occasional travel required for key meetings or site visits. You will be the voice of the customer within the organization, advocating for their needs and driving a culture of service excellence. We are looking for an innovative leader who can redefine the customer journey and create memorable experiences that set the brand apart.

Key Responsibilities

• Develop and implement comprehensive customer experience strategies to improve satisfaction and loyalty.
• Analyze customer feedback, surveys, and data to identify key drivers of satisfaction and dissatisfaction.
• Design and optimize customer journeys across all channels, ensuring seamless and positive interactions.
• Collaborate with marketing, sales, and operations teams to align customer experience initiatives.
• Develop and deliver training programs to enhance staff's customer service skills.
• Manage customer feedback systems and ensure timely resolution of escalated customer issues.
• Identify opportunities for innovation in customer service delivery and technology adoption.
• Track and report on key customer experience metrics (e.g., NPS, CSAT) to senior management.
• Act as a champion for the customer within the organization, fostering a customer-centric culture.
• Stay updated on industry best practices and emerging trends in customer experience management.

Requirements

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer experience, customer service management, or a related role, preferably within the retail sector.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong analytical skills with the ability to interpret complex data and translate insights into actionable plans.
• Excellent communication, presentation, and interpersonal skills.
• Experience with customer feedback platforms and CRM systems.
• Ability to manage projects and cross-functional teams effectively.
• Strategic thinker with a passion for customer advocacy.
• Demonstrated ability to drive change and foster a customer-centric culture.
• Comfortable working independently in a remote setting and managing own schedule.

Benefits

• Competitive salary and performance-based incentives.
• Fully remote work arrangement with flexibility.
• Opportunities for professional development and leadership growth.
• Contribution to shaping the future of customer experience for a leading brand.
• Allowance for home office setup.
• Travel expenses covered for required in-person meetings.