Senior Customer Experience Leader - Retail, Mossel Bay

Placements24; Mossel Bay; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Relocation assistance

Performance incentives

Health benefits

Job summary

Placements24 is recruiting a Senior Customer Experience Manager for a renowned retail chain based in Mossel Bay, Western Cape. You will design strategies to elevate the customer journey across all touchpoints, champion a customer-centric culture, and lead initiatives to enhance satisfaction, loyalty, and advocacy.

With 6+ years in CX within retail, you will leverage VoC programs, journey mapping, and CRM tools to drive actionable insights.

Qualifications

• Experience designing and implementing CX programs.
• Strong analytical skills to translate data into action.

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Map customer journeys and identify moments of truth for improvement.
• Gather and analyze feedback from surveys, reviews, social media and direct interactions.
• Design and implement service standards and training for front-line staff.
• Lead cross-functional teams to address customer pain points and implement solutions.
• Monitor CX metrics (NPS, CSAT, CES) and report to senior management.
• Develop and manage loyalty programs to foster retention and repeat business.
• Champion customer-centric culture across Mossel Bay, Western Cape.

Skills

Customer journey mapping

Leadership

Cross-functional collaboration

Data analysis

VoC programs

Education

Bachelor's degree in Marketing/Business Admin/Psychology

Master's degree preferred

Tools

CRM software

Feedback tools

Job description

Placements24 is recruiting a Senior Customer Experience Manager for a renowned retail chain based in Mossel Bay, Western Cape. You will design strategies to elevate the customer journey across all touchpoints, champion a customer-centric culture, and lead initiatives to enhance satisfaction, loyalty, and advocacy.

With 6+ years in CX within retail, you will leverage VoC programs, journey mapping, and CRM tools to drive actionable insights.