Director of Customer Experience

Placements24; Soweto; Hybrid; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive salary and bonus

Comprehensive health insurance and退休计划

Opportunities for professional develop

Access to cutting-edge CX tools

Dynamic customer-focused work culture

Travel to industry conferences

Job summary

Placements24 in Soweto, Gauteng, is seeking a Director of Customer Experience to lead customer satisfaction initiatives across all touchpoints. You will develop strategies to improve service quality, drive loyalty, and reduce churn, with a strong focus on journey mapping, service design, and data analytics.

You will manage the CX team, collaborate with marketing, product, and IT, advocate for the customer, and oversee budgets and technology implementations.

Qualifications

• Minimum of 7 years in customer experience leadership or related field.
• Proven ability to map customer journeys and design service improvements.
• Strong data analytics, reporting, and CRM proficiency.

Responsibilities

• Develop and execute a comprehensive CX strategy aligned with business goals.
• Lead and coach large customer service teams for high service standards.
• Collaborate with marketing, product, and IT to ensure integrated experiences.
• Monitor CX metrics (NPS, CSAT) and report to senior leadership.

Skills

Customer experience leadership

Strategy development

Data analytics

Team management

CRM systems

Education

Bachelor's degree in Business Administration

Tools

CRM systems

Job description

About the Role

Our client, a leading telecommunications provider, is seeking an exceptional Director of Customer Experience to lead and enhance customer satisfaction initiatives across all touchpoints in the Soweto, Gauteng region. This vital role is responsible for developing and implementing customer-centric strategies that improve service quality, drive loyalty, and reduce churn. The ideal candidate will have a deep understanding of customer journey mapping, service design, data analytics, and team leadership within a customer service or support environment. You will be passionate about advocating for the customer and translating insights into actionable improvements that elevate the overall customer experience.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives and customer needs.
• Lead and manage customer service teams, providing coaching, training, and performance management to ensure high standards of service delivery.
• Analyze customer feedback, journey data, and operational metrics to identify areas for improvement and drive innovation.
• Implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Develop and manage customer loyalty programs and initiatives.
• Collaborate with cross-functional teams (e.g., marketing, product, IT) to ensure a seamless and integrated customer experience.
• Act as a champion for the customer within the organization, advocating for customer needs in strategic decisions.
• Manage the customer service budget and resources effectively.
• Oversee the implementation of new customer service technologies and platforms.
• Monitor key customer experience metrics (NPS, CSAT, CES) and report on performance to senior leadership.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 7 years of experience in customer experience management, customer service leadership, or a related field.
• Proven track record of developing and implementing successful customer experience strategies that drive measurable improvements in satisfaction and loyalty.
• Strong understanding of customer journey mapping, service design principles, and CRM systems.
• Excellent leadership, communication, and interpersonal skills.
• Experience in managing and motivating large customer service teams.
• Proficiency in data analysis and reporting tools.
• Passion for customer advocacy and a customer-centric mindset.
• Experience within the telecommunications or related service industry in the Gauteng region is highly valued.

Benefits

• Competitive salary and performance-based bonus.
• Comprehensive health insurance and retirement plan.
• Opportunities for professional development and leadership training.
• Access to cutting-edge customer experience tools and technologies.
• A dynamic and customer-focused work culture.
• Potential for travel to industry conferences and workshops.