Lead Customer Experience Advocate

Placements24; Cape Town; On-site; ZAR 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Health insurance

Pension plan

Bonuses

Professional development

Generous paid time off

Wellness programs

Job summary

Placements24 in Cape Town seeks a Lead Customer Experience Advocate to elevate the customer journey and drive loyalty across all touchpoints. You will lead a team of support professionals, shaping strategies that improve satisfaction and advocacy.

The role requires a strategic thinker with strong leadership, analytical skills, and collaboration across marketing, sales, and product teams. Based in the Western Cape office, you will mentor the team and report on CX metrics.

Qualifications

• Over 7 years in customer service or related field with leadership experience.
• Proven track record in developing CX strategies and driving improvements.
• Excellent leadership, communication, and stakeholder engagement.

Responsibilities

• Lead and coach a team of Customer Experience Advocates.
• Develop and execute CX strategies to boost satisfaction and retention.
• Monitor feedback channels and implement action plans.
• Analyze journey maps to identify pain points and opportunities.
• Escalate complex issues and ensure swift resolution.
• Collaborate with marketing, sales, and product teams.
• Present CX metrics and trends to senior management.
• Foster a culture of empathy and continuous improvement.

Skills

Leadership

Coaching

Strategic thinking

Analytical skills

Communication

Cross-functional collaboration

Empathy

Education

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

Tools

CRM systems

Analytics platforms

Customer feedback tools

Job description

About the Role

Our client, a pioneering digital solutions provider based in the picturesque city of Cape Town, is searching for an exceptional Lead Customer Experience Advocate. This is a critical leadership position focused on elevating the customer journey and ensuring unparalleled satisfaction across all touchpoints. You will be at the forefront of designing and implementing strategies that foster customer loyalty and advocacy. This role requires a strategic thinker with a deep understanding of customer service best practices and a passion for driving positive change. Working within our client's vibrant Western Cape office, you will lead a dedicated team of support professionals, inspiring them to achieve new heights in service delivery. We are seeking a candidate who is proactive, empathetic, and possesses a strong ability to influence and collaborate across departments. Join us in Cape Town and make a significant impact on how our customers perceive and interact with our brand.

Key Responsibilities

• Lead and manage a team of Customer Experience Advocates, providing coaching, training, and performance feedback.
• Develop and execute comprehensive customer experience strategies to enhance satisfaction and retention.
• Monitor customer feedback channels (surveys, reviews, social media) and implement action plans.
• Analyze customer journey maps to identify pain points and opportunities for improvement.
• Serve as the primary point of escalation for complex customer issues, ensuring swift and effective resolution.
• Collaborate with marketing, sales, and product development teams to ensure a cohesive customer experience.
• Champion customer-centric initiatives throughout the organization.
• Develop and present reports on key customer experience metrics and trends to senior management.
• Stay abreast of industry best practices and emerging trends in customer experience management.
• Foster a culture of empathy, responsiveness, and continuous improvement within the customer support department.

Requirements

• Over 7 years of experience in customer service, customer experience, or a related field, with at least 3 years in a leadership role.
• Demonstrated success in developing and implementing customer experience strategies.
• Exceptional leadership, team management, and motivational skills.
• Strong analytical and problem-solving skills with the ability to interpret data and drive insights.
• Excellent verbal and written communication skills, with the ability to engage diverse stakeholders.
• Proficiency in customer feedback tools, CRM systems, and analytics platforms.
• Experience in conducting customer journey mapping and implementing improvements.
• Adept at handling difficult customer situations with professionalism and empathy.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Must be willing to work full-time from our office in Cape Town.

Benefits

• Generous annual salary and potential for performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company matching.
• Opportunities for extensive professional development and leadership training.
• A vibrant and inclusive work culture in a beautiful city.
• Collaborative environment with opportunities to work on innovative projects.
• Generous paid time off and public holiday leave.
• Employee discounts on company products and services.
• Wellness programs and initiatives to support employee well-being.
• Direct impact on shaping customer loyalty and brand reputation.