Senior CX Lead – Hybrid Retail (Centurion)

Placements24; Centurion; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary package

Health insurance

Pension fund contribution

Employee discount

Learning and development opportunities

Career growth

Conference access

Job summary

Placements24 is seeking a Lead Customer Experience Officer for Centurion retail operations. You will drive customer journey improvements, lead cross-functional teams, and set service standards to elevate engagement and loyalty.

You will analyze feedback, implement CX initiatives, and mentor staff to deliver exceptional service. A degree in marketing, business, or psychology is preferred, with at least five years in CX in retail.

Qualifications

• Minimum 5 years in customer experience or service management in retail.
• Proven experience designing and executing CX strategies.
• Strong analytical ability to translate data into improvements.
• Excellent communication and stakeholder influence.
• Ability to lead cross-functional teams and initiatives.
• Experience with customer feedback platforms and surveys.
• Degree in Marketing, Business, Psychology, or related field preferred.

Responsibilities

• Design and implement CX strategies for Centurion retail outlets.
• Analyze feedback, surveys, and journeys to identify pain points.
• Set service standards and best practices across touchpoints.
• Lead cross-functional teams on CX initiatives.
• Monitor metrics (NPS, CSAT) and report performance.
• Develop CX training programs for retail staff.
• Manage loyalty programs to boost retention and engagement.
• Collaborate with marketing and sales for consistent brand journeys.
• Stay updated on CX trends and best practices.
• Resolve complex customer issues with timely resolutions.

Skills

CX strategy development

Analytical skills

Cross-functional leadership

Communication

Customer journey mapping

Education

Degree in Marketing, Business, Psychology

Tools

Customer feedback platforms

Survey tools

Job description

Placements24 is seeking a Lead Customer Experience Officer for Centurion retail operations. You will drive customer journey improvements, lead cross-functional teams, and set service standards to elevate engagement and loyalty.

You will analyze feedback, implement CX initiatives, and mentor staff to deliver exceptional service. A degree in marketing, business, or psychology is preferred, with at least five years in CX in retail.