Head of Customer Experience & Loyalty

Placements24; Soweto; Hybrid; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive salary and bonus

Comprehensive health insurance and退休计划

Opportunities for professional develop

Access to cutting-edge CX tools

Dynamic customer-focused work culture

Travel to industry conferences

Job summary

Placements24 in Soweto, Gauteng, is seeking a Director of Customer Experience to lead customer satisfaction initiatives across all touchpoints. You will develop strategies to improve service quality, drive loyalty, and reduce churn, with a strong focus on journey mapping, service design, and data analytics.

You will manage the CX team, collaborate with marketing, product, and IT, advocate for the customer, and oversee budgets and technology implementations.

Qualifications

• Minimum of 7 years in customer experience leadership or related field.
• Proven ability to map customer journeys and design service improvements.
• Strong data analytics, reporting, and CRM proficiency.

Responsibilities

• Develop and execute a comprehensive CX strategy aligned with business goals.
• Lead and coach large customer service teams for high service standards.
• Collaborate with marketing, product, and IT to ensure integrated experiences.
• Monitor CX metrics (NPS, CSAT) and report to senior leadership.

Skills

Customer experience leadership

Strategy development

Data analytics

Team management

CRM systems

Education

Bachelor's degree in Business Administration

Tools

CRM systems

Job description

Placements24 in Soweto, Gauteng, is seeking a Director of Customer Experience to lead customer satisfaction initiatives across all touchpoints. You will develop strategies to improve service quality, drive loyalty, and reduce churn, with a strong focus on journey mapping, service design, and data analytics.

You will manage the CX team, collaborate with marketing, product, and IT, advocate for the customer, and oversee budgets and technology implementations.