Project Manager, Customer Experience Enhancement

Placements24; East London; Hybride; ZAR 600 000 - 900 000; Plein temps

Avantages offerts par ce poste

Comprehensive medical aid

Retirement fund benefits

Performance-based incentives

Résumé du poste

Placements24 in East London, Eastern Cape, is seeking a proactive Project Manager to drive customer experience enhancement initiatives. You will lead CX projects, define scope and KPIs, and manage timelines and budgets.

Responsibilities include coordinating CS, sales, marketing and IT, overseeing CRM upgrades and new engagement tools, and analyzing feedback to guide strategy. Hybrid work is available for a role with a direct impact on customer loyalty.

Qualifications

• 5+ years in project management with a focus on customer experience or CX initiatives.
• Proven track record of improving customer satisfaction or retention.
• Strong CRM, customer journey mapping, and customer service best practices.
• Excellent analytical and problem-solving skills with data interpretation ability.
• Proficiency with PM software (Asana, Trello, MS Project) and CRM systems.

Responsabilités

• Lead planning, execution, and delivery of customer experience projects.
• Define scope, objectives, KPIs related to customer satisfaction.
• Create detailed plans with timelines, resources, and budgets.
• Manage cross-functional teams across CS, sales, marketing, and IT.
• Oversee rollout of CRM systems, chatbots, and feedback platforms.
• Analyze feedback and service data to identify improvements.
• Manage risks and issues to minimize disruption to operations.
• Communicate status updates and reports to stakeholders.
• Ensure deliverables align with customer service strategy and brand.
• Conduct post-project evaluations to capture lessons learned.

Connaissances

CRM systems

Journey mapping

PM software

Stakeholder comms

Cross-functional leadership

Formation

Bachelor's degree

Outils

Asana

Trello

MS Project

CRM platforms

Description du poste

About the Role

Our client, a prominent player in the automotive services sector, is seeking a proactive Project Manager to lead initiatives focused on enhancing customer experience in East London, Eastern Cape . This role is crucial for improving customer satisfaction, streamlining service delivery, and implementing customer-centric strategies across all touchpoints. You will be responsible for managing projects that involve upgrading customer service platforms, optimizing support processes, and rolling out new customer engagement tools. The ideal candidate will have a strong understanding of customer relationship management (CRM) principles, excellent communication skills, and a proven ability to manage projects that directly impact customer loyalty and brand reputation. This is an exciting opportunity to make a significant impact on customer satisfaction within a key regional hub.

Key Responsibilities

• Lead the planning, execution, and delivery of customer experience enhancement projects.
• Define project scope, objectives, deliverables, and key performance indicators (KPIs) related to customer satisfaction.
• Develop detailed project plans, including timelines, resource requirements, and budget management.
• Manage cross-functional teams, including customer service, sales, marketing, and IT departments.
• Oversee the implementation of new customer service technologies, such as CRM systems, chatbots, and feedback platforms.
• Analyze customer feedback and service data to identify areas for improvement and strategic initiatives.
• Manage project risks and issues, ensuring timely resolution and minimal disruption to customer service operations.
• Facilitate communication among project stakeholders, providing regular status updates and reports.
• Ensure that all project deliverables are aligned with the company's customer service strategy and brand standards.
• Conduct post-project evaluations to measure success and identify lessons learned.

Requirements

• A minimum of 5 years of experience in project management, with a focus on customer experience, customer service, or related initiatives.
• Proven experience in managing projects that have demonstrably improved customer satisfaction or retention.
• Strong understanding of CRM systems, customer journey mapping, and customer service best practices.
• Excellent analytical and problem-solving skills, with the ability to interpret customer data.
• Proficiency in project management software (e.g., Asana, Trello, MS Project) and CRM platforms.
• Exceptional communication, presentation, and interpersonal skills.
• A Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Experience in the automotive or service industry is a plus.
• Ability to work effectively in a hybrid work environment.
• Demonstrated ability to manage change and drive adoption of new customer-centric processes.

Benefits

• Our client offers a competitive salary and benefits package commensurate with experience.
• This role provides the opportunity to shape and significantly improve customer interactions and satisfaction.
• Be part of a company committed to delivering exceptional service and building lasting customer relationships.
• Professional development opportunities and training programs are available.
• Comprehensive medical aid and retirement fund benefits are provided.
• Potential for performance-based incentives.
• This role is based in East London .