Lead Customer Experience Specialist

Placements24; Cape Town; Hybrid; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive salary

Medical and retirement benefits

Generous annual leave

Employee discounts on products

Professional development

Hybrid work model

Cape Town office facilities

Collaborative culture

Job summary

Placements24 in Cape Town seeks a Lead Customer Experience Specialist to shape and deliver exceptional customer journeys across touchpoints. You will develop strategies to boost satisfaction, loyalty, and retention, translating insights into actionable improvements.

You will lead a team of CX professionals, collaborate with marketing, product, and sales, and drive customer-centric initiatives in a fast-paced e-commerce environment.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or related field.
• Minimum 6 years of progressive experience in customer experience, customer service management, or similar role.
• Demonstrated experience in developing and executing successful CX strategies.
• Strong analytical and problem-solving skills with the ability to interpret complex customer data.
• Excellent leadership and team management capabilities.
• Exceptional communication, interpersonal, and presentation skills.
• Proficiency in CRM software and customer experience management platforms.
• Experience in the Cape Town or Western Cape business environment preferred.

Responsibilities

• Develop and implement comprehensive customer experience strategies to enhance satisfaction and loyalty.
• Analyse customer feedback, journey maps, and data to identify pain points and areas for improvement.
• Lead a team of customer service professionals, providing guidance, coaching, and performance management.
• Collaborate with cross-functional teams (marketing, product, sales) to ensure a seamless customer journey.
• Design and optimize customer support processes and workflows for maximum efficiency and effectiveness.
• Champion customer-centric initiatives throughout the organization.
• Develop and manage customer communication strategies, including proactive outreach and issue resolution.
• Monitor key customer experience metrics (NPS, CSAT, Customer Lifetime Value) and report on progress.
• Stay abreast of industry trends and best practices in customer experience management within the Western Cape.
• Contribute to the development of customer service training programs and resources for the Cape Town team.

Skills

Leadership

Analytics

Communication

Problem-solving

CRM proficiency

Education

Bachelor's degree (Business Administration/Marketing/Communications)

Tools

CRM software

Job description

About the Role

Our client, a rapidly expanding e-commerce giant, is seeking an exceptional Lead Customer Experience Specialist to join their vibrant team in Cape Town, Western Cape. This role is crucial in shaping and delivering outstanding customer journeys across all touchpoints. The successful candidate will be instrumental in defining strategies to enhance customer satisfaction, loyalty, and retention. We are looking for an innovative thinker with a passion for understanding customer needs and a knack for translating insights into actionable improvements. If you are a strategic thinker with a deep understanding of customer behaviour and a desire to drive transformative customer experiences in the dynamic Cape Town market, this is the perfect opportunity for you.

Key Responsibilities

• Develop and implement comprehensive customer experience strategies to enhance satisfaction and loyalty.
• Analyse customer feedback, journey maps, and data to identify pain points and areas for improvement.
• Lead a team of customer service professionals, providing guidance, coaching, and performance management.
• Collaborate with cross-functional teams (marketing, product, sales) to ensure a seamless customer journey.
• Design and optimize customer support processes and workflows for maximum efficiency and effectiveness.
• Champion customer-centric initiatives throughout the organization.
• Develop and manage customer communication strategies, including proactive outreach and issue resolution.
• Monitor key customer experience metrics (NPS, CSAT, Customer Lifetime Value) and report on progress.
• Stay abreast of industry trends and best practices in customer experience management within the Western Cape.
• Contribute to the development of customer service training programs and resources for the Cape Town team.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 6 years of progressive experience in customer experience, customer service management, or a similar role.
• Demonstrated experience in developing and executing successful CX strategies.
• Strong analytical and problem-solving skills with the ability to interpret complex customer data.
• Excellent leadership and team management capabilities.
• Exceptional communication, interpersonal, and presentation skills.
• Proficiency in CRM software and customer experience management platforms.
• Experience in the Cape Town or Western Cape business environment is preferred.
• Ability to work effectively in a fast-paced, dynamic environment.
• A genuine passion for delivering exceptional customer service and advocacy.

Benefits

• Highly competitive salary with performance-based incentives.
• Comprehensive medical and retirement benefits.
• Generous annual leave allowance.
• Employee discounts on company products and services.
• Opportunities for professional development and advanced certifications.
• A flexible hybrid work model offering a balance between office and remote work.
• Access to state-of-the-art office facilities in Cape Town.
• Collaborative and innovative company culture.