Head of Customer Experience & Loyalty (Cape Town)

Placements24; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Salary bonus program

Medical aid or health benefits

Annual leave

Professional development

Relocation assistance

On-site amenities

Employee discounts

Job summary

Placements24 in Cape Town seeks a visionary Customer Experience Manager to lead the customer service function and shape the overall customer journey. You will drive strategies to boost satisfaction and loyalty, manage a team, and partner with marketing, sales, and product teams to deliver superior experiences.

The ideal candidate has a strategic mindset, a passion for customer advocacy, and a proven track record in customer-centric initiatives within fast-paced settings.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field.
• 7+ years of progressive experience in customer service management.
• Proven ability to drive customer‑centric initiatives in fast-paced environments.
• Exceptional leadership and team management skills.
• Strong analytical and data-driven approach; ability to influence stakeholders.

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Oversee daily operations of the customer service department and manage a team.
• Analyze feedback, journey data, and KPIs to identify improvement areas.
• Implement policies and standards to ensure high-quality service delivery.
• Champion customer-centric initiatives across marketing, sales and product teams.
• Manage the customer feedback loop and translate insights into improvements.
• Develop and deliver training programs for staff to enhance skills.
• Monitor and report on CSAT, NPS, and retention metrics.
• Manage the customer service budget.

Skills

Leadership

Customer advocacy

Stakeholder management

Analytical mindset

Team development

Education

Bachelor's degree in Business Administration

Bachelor's degree in Marketing

Tools

CRM software

Customer feedback platforms

Job description

Placements24 in Cape Town seeks a visionary Customer Experience Manager to lead the customer service function and shape the overall customer journey. You will drive strategies to boost satisfaction and loyalty, manage a team, and partner with marketing, sales, and product teams to deliver superior experiences.

The ideal candidate has a strategic mindset, a passion for customer advocacy, and a proven track record in customer-centric initiatives within fast-paced settings.