Director, Customer Experience — Cape Town + Travel

Bebeeresponsibilities; Cape Town; Hybrid; ZAR 700 000 - 900 000; Full time

Job summary

A customer-focused international company in Cape Town is seeking a Customer Experience Director to oversee operations, manage a high-volume customer service team, and drive process improvements. The ideal candidate will have over 5 years of experience in customer service management, with a strong track record in leading teams and enhancing customer satisfaction. This full-time position requires occasional travel to Johannesburg.

Qualifications

• Minimum 5 years’ experience in a senior customer service management role.
• Proven track record of managing call centre teams and technical service staff.
• Strong analytical skills with experience in data reporting and performance tracking.
• Demonstrated ability to implement and manage process improvements.
• Excellent leadership, coaching, and conflict resolution skills.
• Strong administrative and organisational abilities.
• Willingness and ability to travel to Johannesburg when required.

Responsibilities

• Oversee daily operations of the Cape Town main hub and Johannesburg team.
• Manage a call centre‑style customer service team handling inbound calls.
• Supervise technicians responsible for product assessments and repairs.
• Manage the Returns Clerk and oversee receiving processes for returns.
• Set clear performance targets and KPIs for all team members.
• Analyse service data, create reports and present insights to management.
• Identify operational bottlenecks and implement new processes.

Skills

Leadership & People Management

Operational Excellence

Customer Focus

Problem-Solving

Resilience

Job description

A customer-focused international company in Cape Town is seeking a Customer Experience Director to oversee operations, manage a high-volume customer service team, and drive process improvements. The ideal candidate will have over 5 years of experience in customer service management, with a strong track record in leading teams and enhancing customer satisfaction. This full-time position requires occasional travel to Johannesburg.