Customer Experience Manager

We are seeking a passionate and experienced Customer Experience Manager to lead our efforts in enhancing customer satisfaction and loyalty. In this role, you will have the opportunity to shape our customer engagement strategies while working closely with cross-functional teams to deliver exceptional service.

Category: Customer Service and Support - Customer Experience Management
Full Time

• R480,000 - R600,000 / Year
• R40000 - R50000 / Month

Closing Date: 2025-01-03
Location: Cape Town

• Lead customer experience initiatives that align with company policies and business objectives.
• Conduct regular surveys and interviews to gather customer insights.
• Implement tools and technologies to enhance customer interaction and feedback.
• Coordinate with other departments to ensure that customer issues are resolved efficiently.
• Analyse and report on trends in customer behaviours and preferences.
• Facilitate workshops and training sessions for staff on customer service best practices.
• Develop a customer experience playbook for internal use.
• Ensure compliance with all relevant regulations and standards in customer service.
• Engage with customers through various platforms, including social media.
• Develop promotional materials to support customer engagement initiatives.

• Bachelor's degree in Business Administration, Marketing, or related field
• Relevant certifications in customer experience or management are advantageous
• Customer Relationship Management (CRM) software Deep understanding of leading CRM platforms to monitor customer interactions and data.
• Data Analysis Proficient in analysing customer data to drive strategic decisions.
• Project Management Experience managing projects to improve customer service processes.
• Communication Exceptional verbal and written communication skills.
• Problem-solving Strong ability to identify problems and implement effective solutions.
• Leadership Proven leadership skills to inspire and guide teams.
• Certified Customer Experience Professional (CCEP)
• Lean Six Sigma Green Belt
• English (Fluent)
• Afrikaans (Conversational)

• Experience with customer feedback platforms: Familiarity with tools such as NPS, CSAT, and other customer feedback solutions.
• Ability to speak multiple languages: Multilingual capabilities can enhance communication with diverse customer bases.

• Comprehensive medical aid and retirement funding
• Paid vacation and generous leave policies
• Opportunities for training and certification
• Employee assistance programs

• Innovative Environment: We foster innovation and encourage our employees to share their ideas.
• Teamwork: We believe in collaboration and valuing every team member's input.
• Continuous Learning: We support ongoing education and skill development for our employees.

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