Customer Experience Manager

Job Description

As a Customer Experience Manager, you will be at the forefront of enhancing our client relationships, ensuring customer satisfaction, and managing customer feedback processes. The role demands a blend of strategic thinking and hands-on management to drive customer-centric initiatives in line with our company values.

Responsibilities

• Lead initiatives aimed at improving overall customer satisfaction.
• Actively influence customer service strategy in response to market changes.
• Evaluate the performance of customer service staff and provide constructive feedback.
• Ensure all customer communications maintain consistent branding and messaging.
• Investigate and resolve customer issues, ensuring follow-up on resolutions.
• Collaborate across departments to create a customer-first culture.
• Establish and maintain relationships with key clients to encourage loyalty.
• Implement technology solutions that enhance customer experience.
• Represent the customer perspective in company meetings and strategic planning.

Requirements

Education

• Bachelor's degree in Marketing, Communication, or related field
• Relevant certifications in customer experience management are a plus

Experience

• 7+ years of experience in a customer-focused role, ideally in management

Technical Skills

• Project Management
• Social Media Management

Soft Skills

• Adaptability
• Interpersonal Skills

Languages

• English: Fluent
• isiXhosa: Conversational

Advantageous

• Familiarity with customer journey mapping: Experience in mapping customer journeys for improved service delivery.
• Background in retail or e-commerce sectors: Experience in managing customer experience in retail or e-commerce environments.

Benefits

• Flexible work hours and a supportive work environment
• Retirement savings plan with employer matching
• Access to a wellness programme
• Employee discounts on company products and services

Company Culture

• Diversity and Inclusion: We celebrate diversity and are committed to building an inclusive workplace.
• Innovation Drive: We encourage creative thinking and innovative solutions to enhance customer experience.
• Work-Life Balance: We value our employees' well-being and promote a healthy work-life balance.