Senior CX Leader – Cape Town: Customer Journeys

Placements24; Cape Town; Sur place; ZAR 900 000 - 1 400 000; Plein temps

Avantages offerts par ce poste

Medical aid

Dental & vision

Annual leave

Leadership training

Career development

Cape Town locale

Résumé du poste

Placements24 in Cape Town seeks a Lead Customer Experience Manager to steer customer service operations and shape end-to-end journeys across all touchpoints. This senior leadership role focuses on designing strategies that boost satisfaction, loyalty, and advocacy.

You will lead a large team, partner with Sales, Marketing and Product, and drive process improvements using data analytics. The role requires a hands-on leader who can translate insights into scalable improvements, in a dynamic growth

Qualifications

• Over 7 years of progressive experience in customer experience or related field.
• Proven ability to develop and implement CX strategies.
• Strong leadership and people-management skills.

Responsabilités

• Develop and execute comprehensive CX strategies to improve satisfaction and retention.
• Lead and mentor a large customer service team.
• Analyze feedback and data to drive improvements across journeys and touchpoints.
• Collaborate with sales, marketing, and product to align customer experience.
• Manage escalations with professionalism and speed.
• Define and monitor CX KPIs and performance against targets.

Connaissances

Leadership

Customer journey mapping

CRM systems

Data analytics

Stakeholder management

Formation

Bachelor's in Business Administration, Marketing

Master's degree is a plus

Outils

Salesforce

HubSpot

CRM platforms

Description du poste

Placements24 in Cape Town seeks a Lead Customer Experience Manager to steer customer service operations and shape end-to-end journeys across all touchpoints. This senior leadership role focuses on designing strategies that boost satisfaction, loyalty, and advocacy.

You will lead a large team, partner with Sales, Marketing and Product, and drive process improvements using data analytics. The role requires a hands-on leader who can translate insights into scalable improvements, in a dynamic growth