Retail CX Manager - Lead Customer Experience in Mossel Bay

Placements24; Mossel Bay; Hybrid; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Competitive salary package with Incent

Health and wellness benefits

Professional development and training

Employee discounts on products

Retirement savings plan contribution

Generous paid time off

Job summary

Placements24 in Mossel Bay, Western Cape, is seeking a Customer Experience Manager to elevate every customer interaction and loyalty across the store. You will lead by example, shaping service standards and coaching staff to deliver outstanding experiences, while using data to drive improvements and personalize the journey.

Ideal candidates have 4+ years in customer service management in retail, strong leadership and communication skills, and a bachelor's degree in a related field.

Qualifications

• 4+ years in customer service management, retail preferred.
• Proven experience developing CX strategies.
• Strong knowledge of CX principles and practices.
• Excellent leadership and interpersonal skills.
• Experience with feedback tools and data analysis.
• Ability to train and motivate teams.
• Conflict resolution and problem-solving skills.
• Willingness to work flexible hours in Mossel Bay.
• Bachelor's degree in Business Administration, Marketing, or related field preferred.

Responsibilities

• Develop and execute strategies to enhance overall customer satisfaction and loyalty.
• Train and coach store staff on effective customer service techniques and complaint resolution.
• Monitor customer feedback through surveys and direct interactions; analyze trends.
• Identify pain points in the customer journey and implement improvements.
• Oversee the customer service desk and ensure efficient handling of inquiries and issues.
• Implement customer feedback mechanisms and reporting systems.
• Collaborate with sales and operations teams to ensure a seamless customer experience.
• Champion a customer-centric culture throughout the Mossel Bay store.
• Manage and resolve escalated customer complaints and disputes.
• Analyze customer data to identify opportunities for personalization and service enhancement.

Skills

Leadership

Customer service

Data analysis

Coaching

Conflict resolution

Education

Bachelor's degree

Tools

CRM software

Survey tools

Job description

Placements24 in Mossel Bay, Western Cape, is seeking a Customer Experience Manager to elevate every customer interaction and loyalty across the store. You will lead by example, shaping service standards and coaching staff to deliver outstanding experiences, while using data to drive improvements and personalize the journey.

Ideal candidates have 4+ years in customer service management in retail, strong leadership and communication skills, and a bachelor's degree in a related field.