Head of Customer Experience & Loyalty (Hybrid - Pretoria)

Placements24; Gauteng; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid work model

Medical benefits

Retirement benefits

Career growth opportunities

Leadership development programs

Job summary

WhatJobs Direct is seeking a dynamic Customer Experience Lead in Pretoria to design, implement, and optimise customer journeys across the lifecycle. You will drive measurable improvements in satisfaction and loyalty, collaborating with marketing, sales and product teams to ensure a cohesive CX strategy.

The role requires a passion for service innovation and a proven ability to build a customer-centric culture, translating insights into actionable improvements across the organization.

Qualifications

• Bachelor's degree in Marketing, Business, Psychology, or related field.
• Minimum of 5 years in customer experience, journey mapping, or related field.
• Proven track record implementing CX strategies and measurable results.
• Strong analytical skills to translate data into actionable plans.
• Excellent communication, presentation, and interpersonal skills.
• Experience designing and delivering CX training programs.
• Proficiency with customer feedback tools and analytics platforms.
• Ability to influence stakeholders at all levels.
• Experience in Pretoria business environment is a plus.

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Map and analyze customer journeys across touchpoints to identify improvements.
• Design and implement initiatives to improve satisfaction, engagement and loyalty.
• Gather and analyze feedback from surveys, reviews, social media to identify pain points.
• Collaborate with cross-functional teams to ensure consistent CX delivery.
• Develop and deliver training programs to empower employees to provide outstanding service.
• Monitor CX metrics (NPS, CSAT, CES) and report progress.
• Stay abreast of CX industry trends and best practices.
• Advocate for the customer throughout the organization.

Skills

Customer journey mapping

Data analytics

Stakeholder management

Training program design

Communication skills

Presentation skills

Education

Bachelor's degree

Tools

Feedback tools

Analytics platforms

Job description

WhatJobs Direct is seeking a dynamic Customer Experience Lead in Pretoria to design, implement, and optimise customer journeys across the lifecycle. You will drive measurable improvements in satisfaction and loyalty, collaborating with marketing, sales and product teams to ensure a cohesive CX strategy.

The role requires a passion for service innovation and a proven ability to build a customer-centric culture, translating insights into actionable improvements across the organization.