Lead Customer Experience Officer (Retail)

Placements24; Centurion; Hybride; ZAR 900 000 - 1 300 000; Plein temps

Avantages offerts par ce poste

Competitive salary package

Health insurance

Pension fund contribution

Employee discount

Learning and development opportunities

Career growth

Conference access

Résumé du poste

Placements24 is seeking a Lead Customer Experience Officer for Centurion retail operations. You will drive customer journey improvements, lead cross-functional teams, and set service standards to elevate engagement and loyalty.

You will analyze feedback, implement CX initiatives, and mentor staff to deliver exceptional service. A degree in marketing, business, or psychology is preferred, with at least five years in CX in retail.

Qualifications

• Minimum 5 years in customer experience or service management in retail.
• Proven experience designing and executing CX strategies.
• Strong analytical ability to translate data into improvements.
• Excellent communication and stakeholder influence.
• Ability to lead cross-functional teams and initiatives.
• Experience with customer feedback platforms and surveys.
• Degree in Marketing, Business, Psychology, or related field preferred.

Responsabilités

• Design and implement CX strategies for Centurion retail outlets.
• Analyze feedback, surveys, and journeys to identify pain points.
• Set service standards and best practices across touchpoints.
• Lead cross-functional teams on CX initiatives.
• Monitor metrics (NPS, CSAT) and report performance.
• Develop CX training programs for retail staff.
• Manage loyalty programs to boost retention and engagement.
• Collaborate with marketing and sales for consistent brand journeys.
• Stay updated on CX trends and best practices.
• Resolve complex customer issues with timely resolutions.

Connaissances

CX strategy development

Analytical skills

Cross-functional leadership

Communication

Customer journey mapping

Formation

Degree in Marketing, Business, Psychology

Outils

Customer feedback platforms

Survey tools

Description du poste

About the Role

Our client, a dynamic and customer-focused retail organization, is seeking a proactive and innovative Lead Customer Experience Officer to enhance the overall customer journey within their Centurion operations. This role is central to developing and implementing strategies that foster exceptional customer engagement, satisfaction, and loyalty. The ideal candidate will possess a deep understanding of customer behavior, a passion for service excellence, and the ability to translate insights into actionable improvements. You will lead initiatives aimed at refining every touchpoint a customer has with the brand, ensuring a seamless and positive experience. This position requires a blend of strategic thinking, analytical skills, and a hands-on approach to driving customer-centric initiatives within the Centurion retail environment. Your expertise will be instrumental in shaping customer perceptions and building lasting relationships.

Key Responsibilities

• Design and implement comprehensive customer experience strategies for the Centurion retail outlets.
• Analyze customer feedback, surveys, and journey mapping to identify pain points and opportunities for improvement.
• Develop and champion customer service standards and best practices across all customer-facing touchpoints.
• Lead cross-functional teams to implement customer experience initiatives and improvements.
• Monitor key customer experience metrics (e.g., NPS, CSAT) and report on performance.
• Develop and deliver customer service training programs for retail staff.
• Manage customer loyalty programs and initiatives to enhance retention and engagement.
• Collaborate with marketing and sales teams to ensure a consistent brand message and customer journey.
• Stay abreast of industry trends and best practices in customer experience management.
• Resolve complex customer issues and ensure timely and satisfactory resolutions.

Requirements

• A minimum of 5 years of experience in customer experience, customer service management, or a related field within the retail sector.
• Proven experience in developing and executing customer experience strategies.
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Excellent communication, presentation, and interpersonal skills.
• Demonstrated ability to lead and influence cross-functional teams.
• Experience with customer feedback platforms and survey tools.
• A degree in Marketing, Business, Psychology, or a related field is preferred.
• Passion for understanding and improving the customer journey.
• Ability to manage multiple projects simultaneously in a fast-paced environment.
• Comfortable with a hybrid work model, balancing office-based strategic planning with on-site retail engagement in Centurion.

Benefits

• Competitive annual salary of R .
• Performance-based incentives tied to customer satisfaction metrics.
• Comprehensive health insurance coverage.
• Pension fund contribution.
• Significant employee discount on all products.
• Opportunities for continuous learning and professional development in CX best practices.
• A collaborative and innovative work environment focused on customer delight.
• Regular opportunities to engage with diverse customer segments in Centurion.
• Access to professional conferences and workshops.
• Clear path for career growth within the customer experience domain.