Senior Omni-Channel Customer Experience Manager

Nedbank; Johannesburg; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Nedbank is seeking a Customer Service Manager to lead and transform the customer service function across the business. This leadership role focuses on driving service excellence, enhancing customer satisfaction, and developing high-performing teams.

Located in Johannesburg with a broad remit across retail and digital channels. The position demands a track record in customer service leadership, strategy development, and cross-functional collaboration to improve the customer journey and support

Qualifications

• Minimum 7 years in customer service, CX, retail ops, or contact centre management.
• At least 3 years in a senior leadership role.
• Proven ability to develop service frameworks and standards.
• Strong leadership, communication, and stakeholder management.

Responsibilities

• Lead all customer service operations across retail, support, and digital channels.
• Develop and implement customer service strategies and performance standards.
• Manage complaints, escalations, and resolution processes.
• Recruit, coach, and develop customer service teams.
• Collaborate with Sales, Operations, Logistics, Finance, and Technical Support.

Skills

7+ years experience in customer

Job description

Nedbank is seeking a Customer Service Manager to lead and transform the customer service function across the business. This leadership role focuses on driving service excellence, enhancing customer satisfaction, and developing high-performing teams.

Located in Johannesburg with a broad remit across retail and digital channels. The position demands a track record in customer service leadership, strategy development, and cross-functional collaboration to improve the customer journey and support