Head of Customer Experience & Service Excellence

Fluor Corporation; Johannesburg; On-site; ZAR 1,000,000 - 1,400,000; Full time

Job summary

Fluor Corporation in Johannesburg is seeking an experienced Customer Service Manager to lead and transform the customer service function across retail, support, and digital channels. You will drive service excellence, raise customer satisfaction, and build high-performing teams to deliver outstanding experiences.

The role requires a strategic leader who can implement world-class standards, monitor service metrics, and collaborate with Sales, Operations, Logistics, Finance, and Technical Support

Qualifications

• Minimum 7 years' experience in customer service, customer experience, retail operations, or contact centre management.
• At least 3 years' experience in a senior leadership role.
• Proven experience developing customer service frameworks, systems, and service standards.
• Strong complaint resolution and escalation management experience.
• Excellent leadership, coaching, communication, and stakeholder management skills.
• Strong analytical, problem-solving, and conflict-resolution abilities.
• High level of professionalism, emotional intelligence, and customer focus.

Responsibilities

• Lead all customer service operations across retail, support, and digital channels.
• Develop and implement customer service strategies, policies, and performance standards.
• Manage customer complaints, escalations, and resolution processes.
• Recruit, coach, mentor, and develop customer service teams.
• Monitor customer satisfaction, service performance, and customer retention metrics.
• Analyse customer feedback and implement continuous improvement initiatives.
• Collaborate with Sales, Operations, Logistics, Finance, and Technical Support teams to enhance the customer journey.

Skills

7+ years Customer service experience

3+ years in leadership

Leadership & coaching

Stakeholder management

Data analysis

Tools

CRM systems

Job description

Fluor Corporation in Johannesburg is seeking an experienced Customer Service Manager to lead and transform the customer service function across retail, support, and digital channels. You will drive service excellence, raise customer satisfaction, and build high-performing teams to deliver outstanding experiences.

The role requires a strategic leader who can implement world-class standards, monitor service metrics, and collaborate with Sales, Operations, Logistics, Finance, and Technical Support