Customer Experience Lead
George, 6529, South Africa
Listed on 2026-09-21
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Customer Service/HelpDesk
Customer Service Rep, Customer Success Management, Client Relationship Management
About the Role
Our client is seeking an enthusiastic and customer-focused Customer Experience Lead to join their vibrant retail team in George. This hybrid role requires a dedicated professional to champion exceptional customer service, drive loyalty programs, and enhance overall customer satisfaction across both physical and digital touchpoints. You will be responsible for developing and implementing strategies that align with our brand values and meet evolving customer expectations.
This is an exciting opportunity to make a tangible impact on customer relationships and contribute to the continued success of a respected retail brand in the Western Cape, within a framework that blends in-office collaboration with the flexibility of remote work.
- Develop and execute strategies to enhance the end-to-end customer journey and build lasting customer loyalty.
- Train and mentor customer-facing staff on best practices in customer service and engagement.
- Monitor customer feedback channels, including reviews and social media, and implement improvements accordingly.
- Analyze customer data to identify key trends, pain points, and opportunities for service enhancement.
- Collaborate with marketing and sales teams to create compelling customer experiences and promotions.
- Resolve escalated customer issues with professionalism and efficiency, ensuring customer retention.
- Minimum 3 years of experience in customer service management or a related role within the retail sector.
- Proven ability to develop and implement successful customer experience strategies.
- Strong understanding of CRM systems and customer feedback platforms.
- Excellent communication, leadership, and problem-solving skills.
- Experience in training and motivating teams to deliver outstanding service.
- Familiarity with both in-store and online retail operations.
- Competitive salary package with potential for bonuses.
- Hybrid work model offering a blend of office and remote flexibility.
- Comprehensive medical aid and retirement fund contributions.
- Employee discounts on a wide range of retail products.
- Opportunities for leadership development and career progression.
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