Customer Experience Manager - Retail - WhatJobs Direct

About the Role Our client, a customer-centric retail organization, is seeking a strategic and empathetic Customer Experience Manager to enhance the overall customer journey in Welkom, Free State . This pivotal role involves understanding customer needs, identifying areas for improvement, and implementing initiatives that foster loyalty and drive satisfaction. The ideal candidate will possess a deep understanding of customer behavior, strong analytical skills, and a passion for delivering exceptional service. Based in Welkom, Free State , you will be instrumental in shaping how customers interact with our client's brand, both in-store and through digital channels. This is a hybrid role, combining strategic planning with hands-on implementation and analysis. We are looking for someone who can champion the customer voice, driving positive change and ensuring a seamless and delightful experience for every individual who engages with our client. Join us in Welkom and lead the charge in elevating customer satisfaction to new heights. Key Responsibilities Develop and execute a comprehensive customer experience strategy for retail operations in Welkom, Free State . Map customer journeys, identify pain points, and implement solutions to enhance satisfaction and loyalty. Gather and analyze customer feedback through various channels (surveys, reviews, direct interaction). Collaborate with cross-functional teams (sales, marketing, operations) to ensure a consistent and positive customer experience. Develop training programs for staff focused on customer service excellence and empathy. Monitor key customer experience metrics (NPS, CSAT, CES) and report on performance. Identify opportunities for innovation in customer engagement and service delivery. Manage customer complaint resolution processes, ensuring timely and satisfactory outcomes. Stay abreast of industry best practices and emerging trends in customer experience management. Contribute to the development of customer-centric policies and procedures. Requirements Minimum of 4 years of experience in customer experience, customer service management, or a related field within retail. Proven track record of developing and implementing successful customer experience strategies. Strong analytical skills with the ability to interpret customer data and feedback. Excellent communication, presentation, and interpersonal skills. Experience with customer feedback tools and CRM systems. Deep understanding of customer journey mapping and service design principles. Ability to lead and influence cross-functional teams. Bachelor's degree in Business, Marketing, or a related field is preferred. Must be based in or willing to commute to Welkom, Free State , for the required on-site presence in this hybrid role. A genuine passion for customer advocacy and service innovation. Benefits Competitive salary and performance incentives. Opportunity to lead customer experience initiatives for a growing retail brand. Hybrid work model providing flexibility and work-life balance. Professional development and training opportunities. Employee benefits package. Be a key influencer of customer satisfaction in Welkom, Free State . #J-18808-Ljbffr Placements24