Customer Experience Lead - Retail

About the Role

Our client is searching for a passionate and experienced Customer Experience Lead to champion outstanding customer service within their retail operations in Bloemfontein . You will be responsible for developing and implementing strategies that enhance the overall customer journey, ensuring every interaction is positive and memorable. This role requires a deep understanding of customer needs, exceptional communication skills, and the ability to inspire a retail team to prioritize customer satisfaction.

You will play a pivotal role in building customer loyalty and driving repeat business through exceptional service standards.

• Design and implement customer experience initiatives across all retail touchpoints.
• Train and coach store staff on best practices for customer engagement and service excellence.
• Gather and analyze customer feedback through various channels to identify areas for improvement.
• Develop and maintain customer service standards and protocols.
• Address and resolve complex customer issues, ensuring timely and satisfactory resolutions.

• Proven experience in customer experience management, preferably within the retail sector.
• Demonstrated success in developing and implementing customer service strategies.
• Excellent leadership, communication, and problem-solving skills.
• Ability to analyze customer data and translate insights into actionable improvements.
• Strong understanding of retail operations and customer service best practices in Bloemfontein.

• Competitive salary and performance incentives.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and leadership training.
• Generous employee discounts on store merchandise.
• A positive and customer-centric work culture.