Senior Customer Experience Lead, Hybrid – Pretoria

Placements24; Pretoria; Hybride; ZAR 900 000 - 1 300 000; Plein temps

Avantages offerts par ce poste

Hybrid work

Medical aid

Retirement benefits

Car allowance

Executive training

Résumé du poste

Placements24 is seeking an experienced Customer Experience Lead to drive strategic CX initiatives in Pretoria. The role focuses on enhancing customer satisfaction, loyalty, and service quality across all touchpoints, with a leadership remit over a team of service professionals.

You will analyze feedback, map journeys, and collaborate across departments to deliver superior customer journeys in the financial sector.

Qualifications

• Master's degree in Business Administration, Marketing, or a related field.
• 7+ years in customer service management with at least 3 years in leadership.
• Proven CX strategy development and execution.
• Strong understanding of the financial services regulatory environment.
• Ability to analyze data and translate insights into actions.

Responsabilités

• Develop and execute comprehensive customer experience strategies.
• Lead, mentor, and motivate a team of customer service representatives.
• Analyze customer feedback, surveys, and journey maps to identify areas for improvement.
• Implement new service standards and training programs for the team.
• Monitor key performance indicators (KPIs) related to customer satisfaction and service quality.
• Collaborate with other departments to ensure a cohesive customer experience.
• Manage customer escalations and ensure timely and effective resolution.

Connaissances

Leadership

Customer Experience Strategy

Data Analysis

CRM Systems

Interpersonal Skills

Formation

Master's degree in Business Administration, Marketing, or related field

Outils

CRM Systems

Customer Feedback Platforms

Description du poste

Placements24 is seeking an experienced Customer Experience Lead to drive strategic CX initiatives in Pretoria. The role focuses on enhancing customer satisfaction, loyalty, and service quality across all touchpoints, with a leadership remit over a team of service professionals.

You will analyze feedback, map journeys, and collaborate across departments to deliver superior customer journeys in the financial sector.