Customer Experience Manager

Job Description

We are seeking a skilled Customer Experience Manager to lead our team in Durban. The ideal candidate will have a passion for enhancing customer interactions and will be responsible for developing strategies that elevate customer satisfaction and loyalty. This role involves taking ownership of customer feedback, analytics, and leading initiatives that improve our service delivery.

Responsibilities

• Design strategies to enhance customer journeys and experiences.
• Support the development of new service offerings based on customer feedback.
• Evaluate and improve customer touchpoints across all channels.
• Strategize on handling customer complaints and implement effective resolutions.
• Train and mentor staff to instill a customer-first mindset.

Requirements

Education

• Bachelor's degree in Marketing or related field
• Master's degree in Marketing or Business Administration is preferred

Experience

• 5+ years of experience in customer experience or client relations

Technical Skills

• Customer Journey Mapping
• Market Research

Soft Skills

• Empathy
• Problem-solving

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Familiarity with social media engagement: Experience in managing customer interactions via social media platforms.
• Understanding of UX principles: Knowledge of user experience design principles to enhance customer touchpoints.

Benefits

• Comprehensive health benefits and pension scheme
• Annual performance bonuses
• Access to training and development programs
• Flexible working arrangements

Company Culture

• Innovative Environment: We promote innovative thinking and encourage our staff to suggest new ideas.
• Diversity and Inclusion: We value diversity and promote an inclusive workplace where everyone feels welcome.
• Community Engagement: We strive to give back to the community and encourage employee involvement in local initiatives.