Lead Customer Experience Manager

Placements24; Cape Town; On-site; ZAR 900,000 - 1,400,000; Full time

Benefits offered by this job

Medical aid

Dental & vision

Annual leave

Leadership training

Career development

Cape Town locale

Job summary

Placements24 in Cape Town seeks a Lead Customer Experience Manager to steer customer service operations and shape end-to-end journeys across all touchpoints. This senior leadership role focuses on designing strategies that boost satisfaction, loyalty, and advocacy.

You will lead a large team, partner with Sales, Marketing and Product, and drive process improvements using data analytics. The role requires a hands-on leader who can translate insights into scalable improvements, in a dynamic growth

Qualifications

• Over 7 years of progressive experience in customer experience or related field.
• Proven ability to develop and implement CX strategies.
• Strong leadership and people-management skills.

Responsibilities

• Develop and execute comprehensive CX strategies to improve satisfaction and retention.
• Lead and mentor a large customer service team.
• Analyze feedback and data to drive improvements across journeys and touchpoints.
• Collaborate with sales, marketing, and product to align customer experience.
• Manage escalations with professionalism and speed.
• Define and monitor CX KPIs and performance against targets.

Skills

Leadership

Customer journey mapping

CRM systems

Data analytics

Stakeholder management

Education

Bachelor's in Business Administration, Marketing

Master's degree is a plus

Tools

Salesforce

HubSpot

CRM platforms

Job description

About the Role

Our client is searching for a highly accomplished and visionary Lead Customer Experience Manager to spearhead their customer service operations in Cape Town, Western Cape . This senior leadership role is critical in shaping and delivering outstanding customer journeys across all touchpoints. You will be responsible for developing and executing strategies that enhance customer satisfaction, loyalty, and advocacy. Working closely with cross-functional teams, you will champion a customer-centric culture throughout the organization, ensuring that every interaction reflects our client's commitment to excellence. Based in the scenic city of Cape Town , this role requires a hands-on approach and a deep understanding of customer service best practices. The successful candidate will have a proven ability to lead teams, drive process improvements, and leverage data analytics to inform strategic decisions. This is a unique opportunity to make a significant impact in a growing company located in one of South Africa's most beautiful cities.

Key Responsibilities

• Develop and implement comprehensive customer experience strategies to drive satisfaction and retention.
• Lead, coach, and mentor a team of customer service professionals, fostering a high-performance culture.
• Analyze customer feedback, journey maps, and operational data to identify areas for improvement.
• Design and optimize customer support processes, workflows, and communication channels.
• Collaborate with sales, marketing, and product teams to ensure a unified customer approach.
• Manage and resolve escalated customer complaints and issues with professionalism and efficiency.
• Establish key performance indicators (KPIs) for the customer service department and monitor performance against targets.
• Implement training programs to enhance the skills and knowledge of the customer support team.
• Stay abreast of industry trends and best practices in customer experience management.

Requirements

• Over 7 years of progressive experience in customer service, customer experience management, or a related field.
• Demonstrated success in developing and implementing customer experience strategies.
• Proven leadership skills with experience managing and motivating large teams.
• Excellent understanding of customer journey mapping, service design, and CRM systems.
• Strong analytical and problem-solving abilities, with a data-driven approach.
• Exceptional communication, presentation, and interpersonal skills.
• Experience in the Western Cape region or with businesses operating there is advantageous.
• Bachelor's degree in Business Administration, Marketing, or a related discipline; Master's degree is a plus.
• Ability to think strategically and execute tactically in a demanding environment.

Benefits

• An attractive annual salary of ZAR .
• Comprehensive medical aid, including dental and optical coverage.
• Generous annual leave and bonus opportunities.
• Professional development funding and access to leadership training.
• A positive and supportive work culture in the heart of Cape Town .
• Opportunities to work with a passionate and dedicated team.
• Company-provided resources and tools to excel in the role.
• Regular performance reviews and career path planning.