Customer Experience Manager

Job Description

In this pivotal role as Customer Experience Manager, you will champion the voice of the customer within our organization. Based in Pretoria, you’ll establish protocols and best practices to elevate customer satisfaction and loyalty.

Responsibilities

• Establish customer experience standards and protocols.
• Lead customer service initiatives and promotional campaigns.
• Gather and analyze customer data to inform business decisions.
• Work with cross-functional teams to enhance the customer journey.
• Design and deliver training for staff on customer service excellence.
• Monitor competitor offerings and market trends.
• Manage customer complaints and resolve issues effectively.

Requirements

Education

• Bachelor's degree in Business Management or related field
• Master's degree is advantageous

Experience

• 3-5 years of experience in customer experience management

Technical Skills

• Customer Relationship Management
• Data Analysis

Soft Skills

• Communication
• Leadership

Languages

• English: Fluent
• Afrikaans: Advanced

Advantageous

• Experience with customer feedback tools: Familiarity with tools like SurveyMonkey or Google Forms.
• Experience in project management: Knowledge of project management methodologies.

Benefits

• Competitive salary package
• Health insurance contributions
• Paid time off and public holidays
• Opportunities for professional development

Company Culture

• Team Collaboration: We value teamwork and foster an inclusive environment where every opinion matters.
• Customer-Focused: Our main goal is customer satisfaction and loyalty through excellent service.
• Innovation: We embrace new ideas and encourage our team members to think creatively.