Durban Retail: Customer Experience Strategy Lead

Placements24; Durban; Hybrid; ZAR 750,000 - 1,100,000; Full time

Benefits offered by this job

Salary & bonuses

Health benefits

Employee discount

Professional development opportunities

Job summary

Placements24, on behalf of a well-established retail group, seeks a Customer Experience Manager to lead CX across Durban operations. You will define, implement and maintain exceptional customer experiences, champion customer-centric strategies, and work with multiple departments to improve service quality and brand loyalty.

The role combines strategic planning with hands-on leadership of front-line teams, focusing on NPS, CSAT and customer retention.

Qualifications

• Minimum of 5 years in customer experience or related retail role.
• Proven track record of developing and implementing CX strategies.
• Strong analytical skills and ability to translate data into actions.
• Excellent communication and interpersonal skills.
• Experience managing customer service teams and training programs.
• Proficiency with CRM systems and feedback platforms.
• Bachelor's degree in Business, Marketing, Hospitality, or related field.

Responsibilities

• Develop and implement a comprehensive CX strategy for Durban retail operations.
• Lead customer journey mapping and identify improvement opportunities.
• Collect, analyze, and report on customer feedback across channels.
• Design training programs for frontline staff to enhance service.
• Collaborate with marketing, sales and operations to ensure consistent CX.
• Oversee customer service operations, including escalation processes.
• Design loyalty programs to foster retention and advocacy.
• Monitor CX metrics (NPS, CSAT, CES) and report to senior leadership.
• Stay abreast of CX trends and best practices.

Skills

Customer experience management

Data analysis

Stakeholder management

Team leadership

Training & development

Education

Bachelor's degree in Business/Marketing/Hospitality

Tools

CRM systems

Customer feedback platforms

Job description

Placements24, on behalf of a well-established retail group, seeks a Customer Experience Manager to lead CX across Durban operations. You will define, implement and maintain exceptional customer experiences, champion customer-centric strategies, and work with multiple departments to improve service quality and brand loyalty.

The role combines strategic planning with hands-on leadership of front-line teams, focusing on NPS, CSAT and customer retention.