Customer Experience Manager

We are seeking an experienced Customer Experience Manager to lead our initiatives in enhancing customer satisfaction and loyalty. You will be responsible for developing strategies that improve the overall customer journey, ensuring a positive experience from start to finish.

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

• R500,000 - R800,000 / Year
• R41667 - R66667 / Month

Closing Date: 2025-02-05
Location: Johannesburg

• Execute customer experience strategies to enhance satisfaction.
• Oversee initiatives that boost customer loyalty and retention.
• Analyze trends in customer feedback for continuous improvement.
• Work closely with teams to improve customer interaction processes.
• Evaluate customer experience success metrics and report findings.
• Provide training for staff to excel in customer service delivery.
• Align customer experience objectives with corporate strategy.
• Build strong relationships with stakeholders and partners.
• Conduct customer journey analyses to discover enhancement areas.
• Research industry advancements to inform customer experience initiatives.

• Bachelor's degree in Business Administration or related field
• Master's degree is an advantage
• Customer Journey Mapping Extensive experience in mapping customer journeys to drive improvements.
• Data Analysis Strong analytical skills to interpret customer data and trends.
• Communication Exceptional communication skills for client interactions.
• Empathy Ability to understand and relate to customer needs.
• Certification in Customer Experience Management
• Professional Certified Marketer (PCM)
• English (Fluent)

• Familiarity with CRM software: Experience using CRM software to manage customer relationships effectively.
• Experience in change management: Ability to lead and manage organizational changes affecting customer experience.

• Competitive salary
• Health insurance
• Pension contribution
• Flexible working hours

• Team Spirit: We value teamwork and encourage collaboration across all levels.
• Customer-Centric: Our focus is always on the customer, striving for the best experience.
• Innovation: We support creative solutions and continuously seek to improve our processes.

• Once you have logged in and completed your profile, simply click "Apply Now" to add your application for the Customer Experience Manager position and share your profile with the recruiter.