Lead Retail Customer Experience Specialist

Placements24; Cape Town; Presencial; ZAR 495.000 - 605.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical aid

Provident fund

Staff discount

Professional development

Career growth

Descripción de la vacante

Placements24 is seeking an experienced Lead Retail Customer Experience Specialist for its flagship Cape Town stores in Western Cape. You will design and deliver exceptional customer journeys, bridging brand promise with shopper reality, guiding in-store teams, and implementing customer-centric initiatives.

The role requires 5+ years in retail CX, strong leadership, CRM familiarity, and the ability to analyze feedback to drive improvements.

Formación

• Minimum 5 years in customer experience or related role.
• Proven track record implementing customer-centric initiatives.
• Strong leadership and coaching abilities.
• Excellent interpersonal and written/verbal communication.
• Analytical mindset with data-driven improvements.
• CRM experience is a plus.
• Retail environment knowledge in South Africa.
• Able to work weekends as needed in Cape Town.

Responsabilidades

• Design and implement customer experience strategies that align with brand values and drive loyalty.
• Lead and train in-store teams on engagement, service excellence, and conflict resolution.
• Analyze feedback and in-store behavior to identify pain points and opportunities.
• Develop and manage customer loyalty programs and personalized initiatives.
• Collaborate with store managers and marketing to create in-store events and promotions.
• Monitor customer journey across touchpoints within Cape Town stores.
• Act as a brand ambassador, upholding outstanding customer service.
• Manage feedback channels and resolve queries and complaints promptly.
• Stay updated on CX trends and best practices.
• Report key CX metrics to senior management in Western Cape.

Conocimientos

Leadership

Customer experience

Communication

Analytical skills

CRM experience

Descripción del empleo

About the Role

Our client, a prominent name in the retail sector, is seeking an experienced and passionate Lead Retail Customer Experience Specialist for its flagship stores in Cape Town, Western Cape. This crucial role is dedicated to crafting and delivering exceptional customer journeys, ensuring every shopper feels valued and engaged. You will be at the forefront of developing innovative strategies to elevate the in-store experience, bridging the gap between brand promise and customer reality. This position requires a deep understanding of customer psychology, excellent communication skills, and a proven ability to implement customer-centric initiatives. Join a forward-thinking company that places customer satisfaction at the heart of its operations in the beautiful Cape Town area.

Key Responsibilities

• Design and implement customer experience strategies that align with brand values and drive customer loyalty.
• Lead and train in-store teams on best practices for customer engagement, service excellence, and conflict resolution.
• Analyze customer feedback, surveys, and in-store behavior to identify pain points and opportunities for improvement.
• Develop and manage customer loyalty programs and personalized service initiatives.
• Collaborate with store managers and marketing teams to create engaging in-store events and promotions.
• Monitor and evaluate the customer journey across all touchpoints within the Cape Town stores.
• Act as a brand ambassador, embodying the company's commitment to outstanding customer service.
• Manage customer feedback channels and ensure timely and effective resolution of customer queries and complaints.
• Stay abreast of industry trends and best practices in customer experience management.
• Report on key customer experience metrics to senior management in Western Cape.

Requirements

• A minimum of 5 years of experience in customer experience, retail management, or a related customer-facing role.
• Proven track record of successfully implementing customer-centric initiatives.
• Strong leadership and coaching abilities.
• Excellent interpersonal and communication skills, both written and verbal.
• Analytical mindset with the ability to interpret customer data and feedback.
• Experience with customer relationship management (CRM) systems is a plus.
• Passion for delivering outstanding customer service and creating memorable experiences.
• Ability to work collaboratively with cross-functional teams.
• Understanding of the retail environment in South Africa.
• Flexibility to work retail hours, including weekends, as needed in Cape Town.

Benefits

• An attractive annual salary of R550,000.
• Comprehensive medical aid and provident fund contributions.
• Generous staff discount on all company products.
• Opportunities for professional development and training in customer experience best practices.
• A supportive and customer-focused work environment in Western Cape.
• Potential for career growth within the organization.