CX Center Executive: Strategy, Experience & Growth

Tracker South Africa; Randburg; On-site; ZAR 900,000 - 1,100,000; Full time

Job summary

A leading customer service organization in Randburg seeks an Executive: Customer Experience Centre to shape and implement customer experience strategy across all service channels. The role focuses on improving customer satisfaction and loyalty, managing contact centre operations, and ensuring alignment with the company's strategic objectives. Candidates should have a solid management background with at least 10 years of experience in contact centres and customer services, as well as a Bachelor's degree in a relevant field.

Qualifications

• 10 years management experience in Contact Centres.
• 5 years’ experience within customer services.
• Experience in people management in a busy environment.

Responsibilities

• Lead the customer experience strategy across all service delivery channels.
• Oversee the design and execution of customer journeys.
• Manage escalated customer complaints and resolution processes.

Skills

Creative thinking

Negotiation Skills

Conflict Management

Strong interpersonal skills

Analytical and insight generation

Strategic thinking

Problem Solving

Education

Bachelor’s Degree in Business Administration

Postgraduate Qualification - MBA

Job description

A leading customer service organization in Randburg seeks an Executive: Customer Experience Centre to shape and implement customer experience strategy across all service channels. The role focuses on improving customer satisfaction and loyalty, managing contact centre operations, and ensuring alignment with the company's strategic objectives. Candidates should have a solid management background with at least 10 years of experience in contact centres and customer services, as well as a Bachelor's degree in a relevant field.