Customer Experience Manager

Merchants; Wes-Kaap; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A leading company in South Africa is seeking a Customer Experience (CX) Manager to enhance customer satisfaction and service quality. The role involves managing training programs, quality control systems, and collaborating with teams to ensure exceptional service standards. Join a dynamic team focused on continuous improvement and customer-centricity, with opportunities for personal and professional growth.

Benefits

Competitive salary and benefits

Opportunities for personal and professional growth

Collaborative and innovative work culture

Qualifications

• Minimum of 4 years of CX experience in Training and QA environments.
• Strong leadership skills with a proven ability to coach teams.

Responsibilities

• Ensure delivery of operational training requirements.
• Drive achievement of quality goals through root cause analysis.
• Collaborate with teams to optimize customer experience.

Skills

Leadership

Communication

Analytical

Problem Solving

Project Management

Job description

We're Hiring: Customer Experience (CX) Manager

Are you a passionate leader with experience in Customer Experience, Training, and Quality Management? Join our dynamic team and help us deliver exceptional customer service!

As a CX Manager, you’ll be at the heart of understanding our customers' needs and enhancing their experience. Your role will involve delivering training programs, managing quality control systems, and implementing best practices to ensure the highest standards of service.

Key Responsibilities:

• Ensure the delivery of all operational training requirements and statutory training.
• Develop and execute training schedules, ensuring compliance with business needs.
• Drive the achievement of quality goals through root cause analysis and corrective actions.
• Collaborate with internal teams and external stakeholders to optimize customer experience.
• Lead the team to meet customer satisfaction, NPS, and other performance metrics.
• Develop and implement quality management frameworks aligned with industry best practices.

What We're Looking For:

• Minimum of 4 years of CX experience, with a solid background in Training and QA environments.
• Strong leadership skills, with a proven ability to coach and develop teams.
• Excellent communication, analytical, and problem-solving skills.
• Ability to manage projects, timelines, and deliver high-quality results.
• A passion for continuous improvement and customer-centricity.

Why Join Us?

• Competitive salary and benefits.
• Opportunities for personal and professional growth.
• A collaborative and innovative work culture.
• Ready to make an impact? Apply now!