Retail Customer Experience Strategy Lead

Placements24; Soweto; Hybrid; ZAR 550,000 - 850,000; Full time

Job summary

Placements24 is seeking a Customer Experience Manager to lead strategy and execution of exceptional customer journeys across their retail channels in Soweto. This hybrid role focuses on understanding customer needs, identifying pain points, and implementing initiatives to enhance satisfaction, loyalty, and overall brand perception.

The ideal candidate will design touchpoints across physical and digital retail environments, train frontline staff, and collaborate with marketing, sales, operations,

Qualifications

• Proven experience in Customer Experience Management, preferably in the retail sector.
• Demonstrated ability to design and implement customer journey improvements.
• Strong understanding of customer feedback mechanisms and data analysis.
• Excellent communication, interpersonal and leadership skills.
• Bachelor's degree in Business, Marketing, or related field; Master's degree is a plus.

Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with business goals.
• Map customer journeys across all retail touchpoints and identify opportunities for improvement.
• Gather and analyze customer feedback through surveys, reviews, and direct interactions.
• Collaborate with cross-functional teams (marketing, sales, operations, IT) to implement initiatives.
• Develop and deliver training programs to frontline staff on customer service best practices.
• Monitor CX metrics (NPS, CSAT, CES) and report on progress and impact.

Skills

Customer experience strategy

Leadership

Communication

Data analysis

Stakeholder collaboration

Training & development

Education

Bachelor's degree in Business or Marketing

Master's degree (preferred)

Job description

Placements24 is seeking a Customer Experience Manager to lead strategy and execution of exceptional customer journeys across their retail channels in Soweto. This hybrid role focuses on understanding customer needs, identifying pain points, and implementing initiatives to enhance satisfaction, loyalty, and overall brand perception.

The ideal candidate will design touchpoints across physical and digital retail environments, train frontline staff, and collaborate with marketing, sales, operations,