Head of Customer Experience (Hybrid) – Strategy & Growth

Placements24; Cape Town; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary package

Medical aid and retirement fund

Hybrid work model

Annual leave and sick leave

Discounted company products and dịch

Job summary

Placements24 is seeking a dynamic Customer Experience Lead in Cape Town, Western Cape. The role blends on-site collaboration with remote flexibility to shape the customer journey, implement innovative support strategies, and lead a high-performance team.

The ideal candidate will drive loyalty, manage daily operations, and plan for growth while aligning CX with business goals and market trends. A strategic thinker with strong leadership is essential.

Qualifications

• Minimum of 5 years of experience in customer service management or customer experience roles.
• Proven leadership and team management skills.
• Strong analytical and problem-solving abilities; data analysis experience.
• Excellent communication and presentation skills.

Responsibilities

• Develop and implement customer experience strategies to enhance satisfaction and loyalty.
• Lead and mentor a team of Customer Service Representatives.
• Monitor feedback and satisfaction scores to identify trends and improvements.
• Collaborate with cross-functional teams to ensure a seamless customer journey.
• Oversee daily operations and adherence to SLAs.

Skills

Leadership

Data analysis

Communication

Strategic thinking

Education

Bachelor's degree in Business Administration/Marketing

Tools

CRM software

Job description

Placements24 is seeking a dynamic Customer Experience Lead in Cape Town, Western Cape. The role blends on-site collaboration with remote flexibility to shape the customer journey, implement innovative support strategies, and lead a high-performance team.

The ideal candidate will drive loyalty, manage daily operations, and plan for growth while aligning CX with business goals and market trends. A strategic thinker with strong leadership is essential.