Customer Experience Manager

Job Description

We are seeking a Customer Experience Manager to lead our customer engagement initiatives in Pretoria. The ideal candidate will possess exceptional interpersonal skills, a strong understanding of customer service best practices, and the ability to analyze customer feedback to improve overall satisfaction. You will work closely with different departments to ensure a seamless customer journey from start to finish.

Responsibilities

• Create and oversee strategies to enhance the overall customer journey.
• Evaluate customer service processes and make recommendations for enhancements.
• Collaborate with various departments to deliver on customer experience initiatives.
• Implement training programs for staff to improve customer interactions.
• Handle escalated customer issues and ensure satisfactory resolutions.
• Research market trends to remain competitive in customer service practices.

Requirements

Education

• Bachelor's degree in related field
• Master's degree in Business Management or equivalent preferred

Experience

• 5-7 years in customer experience management

Technical Skills

• Customer Feedback Tools
• Project Management

Soft Skills

• Leadership
• Negotiation

Certifications

• Customer Experience Management Certification
• Lean Six Sigma Green Belt

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Knowledge of digital marketing: Experience in leveraging digital marketing strategies to enhance customer engagement.
• Proficient in Agile methodologies: Ability to work within Agile frameworks to drive project efficiency.

Benefits

• Comprehensive health insurance plan
• Annual bonuses based on performance metrics
• Paid time off and holiday pay
• Support for continuous learning and certifications

Company Culture

• Emphasis on Growth: We provide opportunities for personal and professional growth through continuous training.
• Customer-Centric Approach: Our culture revolves around understanding and meeting customer needs.
• Collaboration: Teamwork and collaboration are at the heart of our operations.