Customer Experience Manager

Job Description

We are seeking a Customer Experience Manager to lead our efforts in enhancing customer satisfaction and loyalty in Johannesburg. The ideal candidate will possess a deep understanding of customer service best practices, excellent communication skills, and a passion for improving customer experiences.

Responsibilities

• Evaluate customer experience data to inform strategy decisions.
• Engage with customers directly to understand their needs and expectations.
• Facilitate workshops and training for staff focused on customer experience.
• Monitor competitors’ customer service strategies and recommend improvements.
• Develop key performance indicators (KPIs) to assess customer experience success.

Requirements

Education

• Master's degree in Business Administration or related field is preferred

Experience

• 5-7 years of experience in customer experience management

Technical Skills

• Customer Journey Mapping
• Project Management Software

Soft Skills

• Problem-solving
• Empathy

Certifications

• Certified Customer Experience Professional (CCEP)

Languages

• English: Fluent

Advantageous

• Experience with CRM and Data Analytics: Hands-on experience using CRM systems and analyzing data to enhance customer service.
• Project Management Experience: Ability to lead projects aimed at improving customer experience.

Benefits

• Attractive salary package
• Comprehensive health benefits
• Flexible work policies
• Professional development opportunities

Company Culture

• Diversity and Inclusion: We celebrate diversity and are committed to creating an inclusive workplace.
• Continuous Improvement: We are committed to learning and improving in all aspects of our business.