Senior Customer Experience Manager

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

About the Role

Our client, a renowned retail chain, is seeking an exceptional Senior Customer Experience Manager to elevate the customer journey across all touchpoints in their operations. This strategic role, based in the scenic town of Mossel Bay, Western Cape , will be responsible for designing, implementing, and overseeing initiatives that enhance customer satisfaction, loyalty, and advocacy. You will lead efforts to understand customer needs, identify areas for improvement, and champion customer‑centric strategies throughout the organization. The ideal candidate possesses a deep understanding of customer psychology, a passion for service excellence, and proven experience in managing customer experience programs in a retail setting. This is a key leadership position focused on building lasting customer relationships.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Map customer journeys and identify key moments of truth and opportunities for improvement.
• Gather and analyze customer feedback from various channels (surveys, reviews, social media, direct interactions) to identify trends and insights.
• Design and implement customer service standards, training programs, and best practices for front-line staff.
• Lead cross-functional teams to address customer pain points and implement solutions.
• Monitor key customer experience metrics (e.g., NPS, CSAT, CES) and report on performance to senior management.
• Develop and manage loyalty programs and initiatives to foster customer retention and repeat business.
• Stay current with customer experience best practices and emerging trends in the retail industry.
• Champion a customer‑centric culture throughout the organization in Mossel Bay, Western Cape .
• Manage relationships with external vendors providing customer experience related services.

Requirements

• Bachelor's degree in Marketing, Business Administration, Psychology, or a related field.
• Master's degree preferred.
• Minimum of 6 years of experience in customer experience management, customer service management, or a related field, preferably within the retail sector.
• Proven track record of designing and implementing successful customer experience programs.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
• Excellent understanding of customer journey mapping, voice of the customer (VoC) programs, and service design principles.
• Exceptional communication, presentation, and interpersonal skills.
• Demonstrated ability to lead and influence cross-functional teams.
• Proficiency in customer relationship management (CRM) software and customer feedback tools.
• Strong strategic thinking and problem-solving abilities.
• Passionate about delivering exceptional customer service and building brand loyalty.
• Experience working within the Mossel Bay, Western Cape region is an advantage.

Benefits

Our client offers a highly competitive salary, comprehensive health and wellness benefits, and performance-driven incentives. This role provides a significant opportunity to shape the customer's perception of the brand and drive business growth. You will enjoy a collaborative work environment and continuous learning opportunities. Relocation assistance may be available for exceptional candidates. The position is based in beautiful Mossel Bay, Western Cape .