Retail Customer Experience Lead

Placements24; Randburg; Hybrid; ZAR 320,000 - 520,000; Full time

Job summary

Placements24 in Randburg is seeking a Customer Experience Champion to oversee service standards across in-store and online channels. You will drive loyalty initiatives, resolve complex issues, and act as a brand ambassador.

The role requires exceptional communication, strong CX knowledge, and the ability to collaborate with multiple departments to deliver an outstanding shopping experience.

Qualifications

• Experience in customer service management within retail.
• Strong communication and interpersonal skills.
• Familiarity with CSAT/NPS metrics and service standards.

Responsibilities

• Develop and implement strategies to enhance customer experience in-store and online.
• Serve as primary contact for inquiries, feedback, and complaints, resolving issues empathetically.
• Train and coach store staff on customer service excellence and brand standards.
• Monitor feedback channels and report on trends and insights.
• Identify opportunities to improve customer journeys and loyalty programs.
• Collaborate with marketing and operations to align CX initiatives.
• Ensure the store environment is welcoming and conducive to positive interactions.
• Engage with customers to gauge satisfaction and offer assistance.
• Handle returns and post-purchase issues professionally.
• Act as a brand ambassador upholding company values.

Skills

Customer service management

Customer experience

Communication

Problem-solving

CRM systems

NPS/CSAT metrics

Team training

Cross-department collaboration

Education

Customer-focused degree

Tools

CRM software

Feedback platforms

Job description

Placements24 in Randburg is seeking a Customer Experience Champion to oversee service standards across in-store and online channels. You will drive loyalty initiatives, resolve complex issues, and act as a brand ambassador.

The role requires exceptional communication, strong CX knowledge, and the ability to collaborate with multiple departments to deliver an outstanding shopping experience.