Hybrid Customer Experience Leader | Elevate Loyalty

Placements24; Randburg; Hybrid; ZAR 600,000 - 1,000,000; Full time

Benefits offered by this job

Health insurance

Hybrid work model

Retirement fund

Employee discounts

Job summary

Placements24 in Randburg, South Africa, is seeking an experienced Customer Experience Manager to lead the strategy across the customer journey. This hybrid role blends on-site leadership with remote planning to elevate satisfaction, loyalty, and retention across all touchpoints.

You will map journeys, implement feedback loops, train staff, oversee support operations, and collaborate with marketing, sales, and operations to deliver a seamless, customer-centric brand experience.

Qualifications

• Proven experience in Customer Experience Management.
• Strong understanding of customer journey mapping and CRM.
• Excellent leadership and communication skills.
• Ability to analyze data and report on CX metrics.
• Experience in training and coaching teams.

Responsibilities

• Develop and execute a comprehensive customer experience strategy.
• Map the customer journey and identify areas for improvement at each touchpoint.
• Implement customer feedback mechanisms (surveys, reviews) and analyze results.
• Develop and train staff on customer service best practices and empathy.
• Oversee customer support operations, ensuring timely and effective resolution of issues.
• Collaborate with cross-functional teams (marketing, sales, operations) to ensure a seamless customer experience.
• Analyze customer data to identify trends, pain points, and opportunities for enhancement.
• Implement loyalty programs and initiatives to increase customer retention.
• Monitor customer satisfaction scores (CSAT, NPS) and drive improvements.
• Stay abreast of industry best practices in customer experience management.

Skills

Customer experience management

Leadership

Communication

Interpersonal skills

Data analysis

CRM systems

Team coaching

Cross-functional collaboration

Education

Bachelor's degree in Business Administration, Marketing, or related field

Tools

CRM software

Data analytics tools

Job description

Placements24 in Randburg, South Africa, is seeking an experienced Customer Experience Manager to lead the strategy across the customer journey. This hybrid role blends on-site leadership with remote planning to elevate satisfaction, loyalty, and retention across all touchpoints.

You will map journeys, implement feedback loops, train staff, oversee support operations, and collaborate with marketing, sales, and operations to deliver a seamless, customer-centric brand experience.