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Customer Experience Manager - Retail
Job in
Soweto, 1803, South Africa
Listed on 2026-09-16
Listing for:
Placements24
Full Time
position Listed on 2026-09-16
Job specializations:
-
Retail
Retail & Store Manager
Job Description & How to Apply Below
About the Role
Our client is seeking an innovative and customer-centric Customer Experience Manager to lead the strategy and execution of exceptional customer journeys across their retail channels in Soweto . This hybrid role focuses on understanding customer needs, identifying pain points, and implementing initiatives to enhance satisfaction, loyalty, and overall brand perception. You will be responsible for designing and optimizing touchpoints across both physical and digital retail environments, ensuring a seamless and positive experience for every customer.
The ideal candidate is passionate about service excellence and has a proven ability to drive customer-centric change within a retail organization.
- Develop and implement a comprehensive customer experience strategy aligned with business goals.
- Map customer journeys across all retail touchpoints and identify opportunities for improvement.
- Gather and analyze customer feedback through surveys, reviews, and direct interactions.
- Collaborate with cross-functional teams (marketing, sales, operations, IT) to implement customer-centric initiatives.
- Develop and deliver training programs to frontline staff on customer service best practices.
- Monitor key CX metrics (NPS, CSAT, CES) and report on progress and impact.
- Proven experience in Customer Experience Management , preferably in the retail sector.
- Demonstrated success in designing and implementing customer journey improvements.
- Strong understanding of customer feedback mechanisms and data analysis.
- Excellent communication, interpersonal, and leadership skills.
- Passion for understanding and advocating for the customer perspective.
- Bachelor's degree in Business, Marketing, or a related field;
Master's degree is a plus.
- Competitive salary and executive-level bonus opportunities.
- Comprehensive health, dental, and vision insurance.
- Generous employee discount on retail products.
- Significant opportunities for professional development and leadership growth.
- A strategic role shaping the future of customer engagement in retail.
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