Head of In-Store Experience & Loyalty — Cape Town

Placements24; Cape Town; On-site; ZAR 495,000 - 605,000; Full time

Benefits offered by this job

Medical aid

Provident fund

Staff discount

Professional development

Career growth

Job summary

Placements24 is seeking an experienced Lead Retail Customer Experience Specialist for its flagship Cape Town stores in Western Cape. You will design and deliver exceptional customer journeys, bridging brand promise with shopper reality, guiding in-store teams, and implementing customer-centric initiatives.

The role requires 5+ years in retail CX, strong leadership, CRM familiarity, and the ability to analyze feedback to drive improvements.

Qualifications

• Minimum 5 years in customer experience or related role.
• Proven track record implementing customer-centric initiatives.
• Strong leadership and coaching abilities.
• Excellent interpersonal and written/verbal communication.
• Analytical mindset with data-driven improvements.
• CRM experience is a plus.
• Retail environment knowledge in South Africa.
• Able to work weekends as needed in Cape Town.

Responsibilities

• Design and implement customer experience strategies that align with brand values and drive loyalty.
• Lead and train in-store teams on engagement, service excellence, and conflict resolution.
• Analyze feedback and in-store behavior to identify pain points and opportunities.
• Develop and manage customer loyalty programs and personalized initiatives.
• Collaborate with store managers and marketing to create in-store events and promotions.
• Monitor customer journey across touchpoints within Cape Town stores.
• Act as a brand ambassador, upholding outstanding customer service.
• Manage feedback channels and resolve queries and complaints promptly.
• Stay updated on CX trends and best practices.
• Report key CX metrics to senior management in Western Cape.

Skills

Leadership

Customer experience

Communication

Analytical skills

CRM experience

Job description

Placements24 is seeking an experienced Lead Retail Customer Experience Specialist for its flagship Cape Town stores in Western Cape. You will design and deliver exceptional customer journeys, bridging brand promise with shopper reality, guiding in-store teams, and implementing customer-centric initiatives.

The role requires 5+ years in retail CX, strong leadership, CRM familiarity, and the ability to analyze feedback to drive improvements.