Retail CX Leader—Elevate Customer Journeys in Soweto

Placements24; Soweto; On-site; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Competitive salary package

Performance-based incentives

Staff discounts

Training and development

Career advancement opportunities

Job summary

Placements24 is seeking a Customer Experience Manager to elevate service standards in our Soweto retail store. You will shape customer journeys, manage feedback, resolve issues, and foster loyalty by implementing targeted CX strategies across store operations.

The role requires strong leadership, excellent communication, and a passion for creating memorable retail experiences in Soweto. Flexible hours, including weekends, may apply in line with business needs.

Qualifications

• Proven experience in customer service management, preferably within the retail sector.
• Strong understanding of customer service principles, CRM systems, and feedback mechanisms.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Demonstrated ability to develop and implement effective customer experience strategies.
• Leadership skills with the ability to motivate and guide a team.
• Proficiency in analyzing customer data and deriving actionable insights.
• Ability to work flexible hours, including weekends and public holidays, in Soweto.

Responsibilities

• Develop and execute customer experience strategies aligned with brand values and business objectives.
• Oversee customer service operations, ensuring high levels of service delivery and issue resolution.
• Monitor customer feedback through surveys, reviews, and direct interactions and implement improvements.
• Train and coach store staff on customer service best practices, empathy, and effective communication techniques.
• Manage customer complaints and escalations, ensuring timely and satisfactory resolutions.
• Analyze customer data to identify trends, preferences, and opportunities for service enhancement.
• Collaborate with marketing and sales teams to align customer experience initiatives with promotional activities.
• Maintain a welcoming and accessible store environment that promotes positive customer interactions.
• Implement loyalty programs and initiatives to foster customer retention and advocacy.
• Stay abreast of industry best practices and emerging trends in customer experience management.

Skills

Customer service management

CRM systems

Communication skills

Leadership

Data analysis

Tools

CRM software

Job description

Placements24 is seeking a Customer Experience Manager to elevate service standards in our Soweto retail store. You will shape customer journeys, manage feedback, resolve issues, and foster loyalty by implementing targeted CX strategies across store operations.

The role requires strong leadership, excellent communication, and a passion for creating memorable retail experiences in Soweto. Flexible hours, including weekends, may apply in line with business needs.