Senior Customer Experience Leader - Retail CX Strategy

Woolworths Holdings Ltd; Pietermaritzburg; In loco; ZAR 350.000 - 500.000; Tempo pieno

Vantaggi offerti da questo lavoro

Comprehensive medical and dental cover

Retirement savings plan with employer

Employee discount across Woolworths

Paid parental leave and flexible work

Wellness programs and EAP

Descrizione del lavoro

Woolworths Holdings Ltd in Pietermaritzburg is seeking a Customer Experience Manager to lead customer service initiatives across stores and digital channels. You will report to the Head of Customer Service and drive a customer-centric culture aligned with Woolworths’ brand promise.

The role requires 5+ years in customer experience or service management, a Bachelor’s degree, and a track record in improving satisfaction, loyalty and operational excellence in a retail setting.

Competenze

• Bachelor’s degree required in Business Administration, Marketing or related field.
• Minimum 5 years in customer experience, service excellence or retail operations; 2+ years in a leadership role.
• Experience in a large retail chain or consumer-focused organisation preferred.

Mansioni

• Develop and implement a customer experience strategy for Pietermaritzburg stores and digital channels.
• Analyze customer journey data to identify pain points and drive improvements.
• Lead and coach customer service supervisors and front-line staff.
• Collaborate with Marketing, Operations and IT to enable omnichannel customer experiences.
• Define and monitor KPIs (NPS, First Contact Resolution, handling time).
• Prepare reports for senior leadership on trends and investment needs.
• Stay updated on industry best practices and innovations.

Conoscenze

Leadership

Analytical thinking

Communication

Retail customer journeys

CRM platforms

Office software

Strategic execution

Formazione

Bachelor’s degree in Business Administration / Marketing or related

Customer Experience Management certifications (advantageous)

Strumenti

CRM platforms

Customer feedback tools

Microsoft Office Suite

Descrizione del lavoro

Woolworths Holdings Ltd in Pietermaritzburg is seeking a Customer Experience Manager to lead customer service initiatives across stores and digital channels. You will report to the Head of Customer Service and drive a customer-centric culture aligned with Woolworths’ brand promise.

The role requires 5+ years in customer experience or service management, a Bachelor’s degree, and a track record in improving satisfaction, loyalty and operational excellence in a retail setting.