CX Performance Leader: Drive Revenue & Satisfaction

Performability Recruitment (Pty) Ltd; Durban; On-site; ZAR 700,000 - 900,000; Full time

Job summary

Performability Recruitment (Pty) Ltd in Durban seeks a Customer Experience Leader to drive operational and commercial performance across the client portfolio. You will manage KT Coaches and their Advisors to deliver revenue, gross margin and KPI targets while shaping a strong culture.

The role requires proven leadership, coaching, client relationship management and a data‑driven mindset to identify improvements and sustain superior service levels.

Qualifications

• Extensive contact centre operational management and strategic planning experience.
• Strong leadership, coaching culture and ability to develop high-performing teams.
• Proven KPI achievement, client relationship management and financial awareness.
• Excellent written, verbal and presentation skills; integrity in representation.

Responsibilities

• Achieve operational KPIs and contractual obligations, including hours, compliance and customer satisfaction targets.
• Manage day-to-day client relationships at operational level with high client satisfaction.
• Lead and coach KT Coaches to empower Advisors to deliver superior service.
• Collaborate with HR to analyse employee engagement and reduce attrition.
• Analyse results, create improvement plans with Continuous Improvement, and drive performance.
• Foster a performance-driven working environment and communicate effectively with the team.
• Prepare and present monthly/quarterly client reviews and KT reports.
• Set objectives to deliver KT and contractual KPIs and financial targets.
• Analyse reports for performance management and disciplinary decisions.
• Drive revenue and gross margin targets, identifying revenue generation opportunities.

Skills

Leadership

KPI management

Client relationship management

Coaching

Operational management

Communication

Presentation

MS Office

Tools

MS Office

Job description

Performability Recruitment (Pty) Ltd in Durban seeks a Customer Experience Leader to drive operational and commercial performance across the client portfolio. You will manage KT Coaches and their Advisors to deliver revenue, gross margin and KPI targets while shaping a strong culture.

The role requires proven leadership, coaching, client relationship management and a data‑driven mindset to identify improvements and sustain superior service levels.