Head of CX - Growth & Loyalty Leader (Remote)

Manta Sleep; Remote; ZAR 500 000 - 600 000; Full time

Job summary

A leading sleep products company in Pretoria is seeking a Head of Customer Experience to reshape its customer journey. This role involves developing a high-performing CX team, implementing strategic improvements, and utilizing customer data for better insights. Applicants must have significant experience in CX leadership, a strong grasp of customer behavior metrics, and a hands-on approach. This position offers flexibility and a commitment to personal development, including access to courses and coaching.

Benefits

Bonus Program

Unlimited vacation

Paid personal growth budget

Qualifications

• 5+ years leading Customer Experience or CX Operations.
• Proficient in data and metrics like NPS, CSAT, LTV.
• Experience building and transforming CX teams.

Responsibilities

• Lead and develop a team of CX specialists.
• Implement AI tools for improved customer interactions.
• Build a complete knowledge base to enhance customer support.

Skills

Team leadership

Customer journey design

Automation implementation

Data analysis

Effective communication

Tools

Richpanel

Shopify

Klaviyo

Zapier

Okendo

TrustPilot

Job description

A leading sleep products company in Pretoria is seeking a Head of Customer Experience to reshape its customer journey. This role involves developing a high-performing CX team, implementing strategic improvements, and utilizing customer data for better insights. Applicants must have significant experience in CX leadership, a strong grasp of customer behavior metrics, and a hands-on approach. This position offers flexibility and a commitment to personal development, including access to courses and coaching.