Customer Experience Manager

Discover Africa Safaris; Bellville; Hybrid; ZAR 30 000 - 70 000; Full time

Job summary

Join a forward-thinking company dedicated to providing exceptional customer experiences in luxury travel. As a Customer Experience Manager, you'll play a pivotal role in shaping the journey of travelers, ensuring personalized engagement and fostering brand loyalty. Your insights will drive improvements across teams, creating memorable moments that resonate long after the journey ends. With a supportive culture and opportunities for professional growth, this role offers a unique chance to make a lasting impact in the world of African travel. If you are passionate about service and enjoy working with like-minded individuals, this is the perfect opportunity for you.

Benefits

20 days of annual leave

Paid birthday leave

Unlimited training leave

Professional development opportunities

Discounted Africa travel

Flexible working environment

Qualifications

• 8+ years in customer experience or luxury service industries.
• Expertise in customer journey mapping and CRM management.

Responsibilities

• Develop customer experience strategies to drive loyalty.
• Oversee customer support processes for effective issue resolution.

Skills

Customer Experience Management

Data Analysis

CRM Management

Leadership

Customer Journey Mapping

Service Design

Analytical Skills

Cross-Functional Collaboration

Education

Tertiary Qualification in Business, Marketing, or Hospitality

Tools

CRM Software

Digital Engagement Tools

Job description

About Us

Discover Africa Group is a team of innovative, experienced, and ambitious go-getters passionate about sharing Africa’s best with travelers from around the world.

Our Portfolio Includes

• Discover Africa Safaris: Bespoke luxury safari travel in Southern and East Africa.
• 4x4 Hire: Adventure 4x4 self-drive exploration.
• Drive South Africa: Africa’s first online rental car comparison and booking engine.
  
  

Our team culture is friendly, supportive, and professional—we value creativity, collaboration, and personal growth. Based in the northern suburbs of Cape Town, you might even enjoy a smoother commute, traveling against peak traffic.

Your Purpose

As our Customer Experience Manager, your purpose is to champion every step of the customer journey, from first contact to post-travel reflection. You’ll shape the way travelers experience our brand, not only by solving problems, but by creating moments of delight, building loyalty, and inspiring return visits.

You’ll ensure that every interaction, whether a quick question or a heartfelt follow-up, feels personal, thoughtful, and deeply human. With a keen eye for detail and a passion for service, you’ll turn feedback into opportunity, and data into meaningful action.

Your work will influence more than just process, it will shape emotion, memory, and connection. You’ll collaborate across teams to ensure seamless delivery, personalised engagement, and experiences that reflect the heart of Africa.

Above all, you’ll be a steward of excellence and empathy, leading with curiosity, insight, and care, in service of journeys that stay with our travelers long after they return home.

Your Core Responsibilities

Customer Experience Strategy & Optimisation

• Develop and implement customer experience strategies to drive repeat business and referrals.
• Continuously refine the customer journey, identifying opportunities for personalisation, engagement, and seamless interactions.
• Establish a structured methodology for gathering and analysing customer feedback, ensuring proactive improvements across teams.
  
  

Data-Driven Insights & Performance Enhancement

• Leverage analytics, CRM data, and behavioral insights to optimise service quality and resolve pain points.
• Track key performance metrics, focusing on customer retention, referral rates, and overall satisfaction.
• Identify patterns in client feedback, translating insights into actionable improvements across sales and operations.
  
  

Post-Travel Engagement & Brand Advocacy

• Conduct structured follow-up conversations with customers after their journey to gather insights, strengthen relationships, and drive retention.
• Implement engagement initiatives, such as personalised recommendations and storytelling elements, that reinforce positive travel memories and encourage repeat visits.
• Cultivate customer advocacy through testimonials, user-generated content, and structured ambassador programs.
  
  

Cross-Department Collaboration

• Align customer experience efforts with marketing, sales, and operations to ensure seamless delivery across all touchpoints.
• Work closely with the marketing team to enhance referral programs and customer persona-driven engagement.
• Provide structured insights to product teams, ensuring lodges and experiences match customer expectations.
  
  

Customer Service Excellence & Issue Resolution

• Oversee and refine customer support processes to ensure swift, empathetic and effective resolution of concerns.
• Develop and implement best practices for handling feedback, turning negative experiences into positive outcomes.
• Mentor staff on customer-centric service principles, fostering a high-touch, emotionally engaging approach to luxury travel.
  
  

Experience Innovation & Personalisation

• Stay ahead of industry trends, introducing unique, value-added experiences that enhance both digital and physical touchpoints.
• Customise post-travel engagement strategies to build long-term brand affinity and increase repeat visits.
• Align engagement efforts with evolving traveler segments, ensuring dynamic personalisation and meaningful follow-ups.
• Introduce innovative solutions for enhancing both the digital and physical aspects of customer experiences, from booking to post-travel follow-ups.
  
  

Who We’re Looking For

• A relevant tertiary qualification (business, marketing, psychology, hospitality, or related fields preferred).
• 8+ years of experience in customer experience, customer success, service design, or luxury service industries, preferably in high-consideration or high-value markets.
• Proven leadership experience managing and collaborating across sales, marketing, and operations teams to deliver a seamless customer journey.
• A passion for African travel and a deep appreciation for delivering emotionally resonant, personalised experiences that inspire lifelong memories.
• Expertise in customer journey mapping across digital and physical touchpoints, identifying friction points and designing interventions to enhance satisfaction and loyalty.
• Strong experience in CRM management to drive customer segmentation, lifecycle engagement, and journey optimisation.
• Track record of successfully implementing structured customer feedback programs (e.g., NPS, VoC) and translating insights into tangible service improvements.
• Hands-on experience designing and executing post-travel engagement strategies that foster referrals, repeat bookings, and customer advocacy.
• Ability to embed customer-centric principles into team operations, mentoring staff to deliver high-touch, empathetic service experiences.
• Strong analytical skills, with the ability to interpret CRM data, customer behavior patterns, and service KPIs to drive continuous CX innovation.
• Strong cross-functional project management skills, capable of aligning and energising multiple teams around customer-driven strategies.
• Familiarity with digital engagement tools to allow strong collaboration with marketing team (e.g., email automation, loyalty program integration, user-generated content initiatives) to enhance brand affinity post-travel.
  
  

Why Join Us?

At Discover Africa Safaris, We Believe That Our Team’s Passion And Dedication Deserve To Be Celebrated And Rewarded. Here’s What You Can Look Forward To

• A competitive salary
• 20 days of annual leave
• After 5 years, earn one extra annual paid leave day per year, up to a max of 25 days
• Paid birthday leave—because no one should work on their special day!
• Unlimited, pre-approved training leave, including educational travel.
• Professional development opportunities to support your growth.
• Africa travel at discounted rates, giving you the chance to explore and deepen your connection to the continent.
• Hybrid working opportunities in a flexible, supportive environment.
• A chance to work with a team of passionate, like-minded individuals who share your love for Africa.
  
  

How To Apply

If you’re ready to turn your passion for Africa into a career that inspires and transforms lives, we’d love to hear from you. Apply today and join us in sharing Africa’s wonders with the world.

Discover Africa Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all.