Head of Customer Experience & Loyalty

Placements24; Cape Town; Sur place; ZAR 1 000 000 - 1 600 000; Plein temps

Avantages offerts par ce poste

Health insurance

Pension plan

Bonuses

Professional development

Generous paid time off

Wellness programs

Résumé du poste

Placements24 in Cape Town seeks a Lead Customer Experience Advocate to elevate the customer journey and drive loyalty across all touchpoints. You will lead a team of support professionals, shaping strategies that improve satisfaction and advocacy.

The role requires a strategic thinker with strong leadership, analytical skills, and collaboration across marketing, sales, and product teams. Based in the Western Cape office, you will mentor the team and report on CX metrics.

Qualifications

• Over 7 years in customer service or related field with leadership experience.
• Proven track record in developing CX strategies and driving improvements.
• Excellent leadership, communication, and stakeholder engagement.

Responsabilités

• Lead and coach a team of Customer Experience Advocates.
• Develop and execute CX strategies to boost satisfaction and retention.
• Monitor feedback channels and implement action plans.
• Analyze journey maps to identify pain points and opportunities.
• Escalate complex issues and ensure swift resolution.
• Collaborate with marketing, sales, and product teams.
• Present CX metrics and trends to senior management.
• Foster a culture of empathy and continuous improvement.

Connaissances

Leadership

Coaching

Strategic thinking

Analytical skills

Communication

Cross-functional collaboration

Empathy

Formation

Bachelor's degree in Business Administration, Marketing, or related field

Outils

CRM systems

Analytics platforms

Customer feedback tools

Description du poste

Placements24 in Cape Town seeks a Lead Customer Experience Advocate to elevate the customer journey and drive loyalty across all touchpoints. You will lead a team of support professionals, shaping strategies that improve satisfaction and advocacy.

The role requires a strategic thinker with strong leadership, analytical skills, and collaboration across marketing, sales, and product teams. Based in the Western Cape office, you will mentor the team and report on CX metrics.