Customer Experience Manager

Job Description

We are looking for a passionate Customer Experience Manager to lead our team in Johannesburg. You will be responsible for fostering a customer-centric culture, ensuring satisfaction and loyalty. Experience in managing customer feedback and implementing improvement strategies will be vital.

Responsibilities

• Establish metrics to evaluate customer experience success and areas of enhancement.
• Implement loyalty programs based on customer feedback and purchasing behaviour.
• Serve as a key point of contact for escalated customer issues.
• Foster a culture of continuous improvement within the customer service team.
• Coordinate with IT to enhance tools that support customer interactions.

Requirements

Education

• Bachelor's degree in a relevant field
• Postgraduate degree is an advantage

Experience

• 5+ years of experience in customer experience or service management roles

Technical Skills

• Customer Feedback Tools
• Stakeholder Management

Soft Skills

• Empathy
• Negotiation

Certifications

• Customer Experience Management Certification
• Agile Certified Practitioner

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Experience in Call Centre Operations: Background in managing customer service teams in a call centre environment.
• Experience with Loyalty Programs: Ability to design and implement effective customer loyalty initiatives.

Benefits

• Competitive remuneration package
• Access to health, dental, and vision insurance
• Supportive work environment
• Opportunities for career advancement

Company Culture

• Continuous Learning: We are committed to ongoing training and development to keep our staff knowledgeable and skilled.
• Customer-Centric Focus: Our primary goal is to deliver top-notch customer experiences, and every team member plays a part in this mission.
• Work-Life Balance: We support a healthy work-life balance for our employees.