Customer Experience Manager

Paarden Eiland, Cape Town, South Africa | Posted on 23/04/2024
We're hiring a professional and dedicated Customer Experience Manager for a leading lifestyle retailer. You'll be pivotal in upholding the company and brand's reputation for excellence by driving customer experience strategy and delivering exceptional customer service in an omni-channel environment. This is a permanent opportunity, based full-time, in-office, in Paarden Eiland. Report to the Head of Marketing and oversee two administrators.

Responsibilities Design and implement a customer experience strategy  Oversee seamless customer journeys across all touchpoints - social media, website, and stores Analyse customer feedback and data to identify areas for improvement Lead and support the customer service team, empowering them to resolve any issue professionally Develop and optimise customer service processes for maximum efficiency and impact Clearly communicate customer service standards and best practices across the company Build reports and implement KPIs to track customer satisfaction and guide continuous improvement Work hand-in-hand with various departments to drive customer-centric initiatives across all channels RequirementsDiploma or Tertiary qualification in Customer Services / Marketing / Operations / Management or related field
5 years' proven experience in customer service from a fast-paced working environment
Proficient in using CRM programmes or ticketing systems such as Zendesk, Freshdesk etc
Experience working with high-end retail brands #J-18808-Ljbffr