Retail CX Leader - Port Shepstone

South Africa Job Search; Gauteng; On-site; ZAR 350,000 - 500,000; Full time

Benefits offered by this job

Medical aid

Life insurance

Retirement plan

Employee discount

Parental leave

Annual leave

Transportation allowance

Job summary

Pick n Pay Stores Ltd in Port Shepstone invites a Customer Experience Manager to lead the in-store and digital customer journey, driving loyalty and sales. You will collaborate with merchandising, marketing, store operations, and IT to deliver a seamless shopping experience, reporting to the Regional Operations Director.

Required 5–7 years in customer experience or retail management, with a Bachelor’s degree in a related field.

Qualifications

• Bachelor’s degree in Business Administration, Marketing or related field is required.
• 5–7 years in customer experience, retail management, or similar role in large-scale retail.
• Certifications in CX, Project Management or Data Analytics are a plus.

Responsibilities

• Develop and implement a customer experience strategy for in-store and digital journeys.
• Collaborate with merchandising, marketing, store operations, and IT to improve loyalty and sales.
• Monitor KPIs such as NPS, CSAT, and average transaction value; report to leadership.
• Lead cross-functional projects to enhance store layout, signage, and staff training.
• Coach staff on customer interaction, conflict resolution, and service excellence.
• Ensure compliance with health, safety, and data protection regulations.

Skills

Data analytics

Communication

Project management

Retail operations

Omnichannel

Customer journey

Agile/Lean

Education

Bachelor’s degree in Business Administration, Marketing or related field

Certifications in CX/PM/Analytics (advantage)

Job description

Pick n Pay Stores Ltd in Port Shepstone invites a Customer Experience Manager to lead the in-store and digital customer journey, driving loyalty and sales. You will collaborate with merchandising, marketing, store operations, and IT to deliver a seamless shopping experience, reporting to the Regional Operations Director.

Required 5–7 years in customer experience or retail management, with a Bachelor’s degree in a related field.