Customer Experience Manager (JHB Hybrid)
Johannesburg – Gauteng
ENSURE that customers have a positive and seamless experience when interacting with a company’s products, services, or brand as the next Customer Experience Manager sought by a cutting-edge Tech Company in Joburg. The CX Manager’s responsibilities will encompass various aspects of customer engagement and satisfaction that will include Customer Journey Mapping, implementing Voice of Customer (VoC) programs while creating personalized experiences and rewards to retain and nurture loyal customers. The successful candidate will be a customer-centric professional with a suitable Degree, 2-3 year’s relevant work experience and knowledge of customer experience measurement tools and methodologies. You will also need to possess customer empathy and a deep understanding of customer needs and solid Project Management and process improvement expertise.
Customer Journey Mapping –
- Analyse and map the customer journey to identify touchpoints, pain points, and opportunities for improvement.
- Develop a deep understanding of customer personas and their needs at each stage of the journey.
Customer Feedback and Insights –
- Collect and analyse customer feedback through surveys, interviews, and data analysis.
- Use customer insights to drive improvements in products, services, and processes.
- Implement Voice of Customer (VoC) programs to continuously gather feedback.
Cross-Functional Collaboration –
- Collaborate with various departments (e.g., Marketing, Product Development, Sales, Support) to ensure a consistent and holistic customer experience.
- Advocate for the customer’s perspective in decision-making processes.
Customer Support and Issue Resolution –
- Oversee customer support teams and processes to ensure timely and effective issue resolution.
- Establish Service Level Agreements (SLAs) and monitor Support team performance.
- Implement tools and technologies to streamline support Operations.
Customer Satisfaction Measurement –
- Develop and track key performance indicators (KPIs) related to customer satisfaction, such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
- Analyse data to identify trends and areas for improvement.
Training & Development –
- Train employees across the organisation to deliver exceptional customer service.
- Foster a customer-centric culture within the company.
- Provide ongoing coaching and development opportunities for customer-facing teams.
Process Improvement –
- Identify bottlenecks and inefficiencies in customer-facing processes and recommend improvements.
- Streamline workflows to enhance the overall customer experience.
Complaint Handling and Escalation –
- Establish procedures for handling customer complaints and escalations.
- Ensure that customer issues are addressed promptly and effectively.
Customer Engagement and Loyalty Programs –
- Develop and manage customer engagement and loyalty initiatives.
- Create personalized experiences and rewards to retain and nurture loyal customers.
Technology and Tools –
- Utilize Customer Relationship Management (CRM) systems and customer experience platforms to manage customer data and interactions.
- Evaluate and implement new technologies and tools to enhance the customer experience.
- Relevant Degree.
- 2-3 Year’s relevant work experience.
- Excellent communication and interpersonal skills.
- Customer empathy and a deep understanding of customer needs.
- Project Management and process improvement expertise.
- Knowledge of customer experience measurement tools and methodologies.
- Leadership and team management skills.
- Proficiency in CRM software and customer support tools.
- Ability to adapt to changing customer expectations and market trends.
- Strong analytical and data-driven decision-making skills.
- Problem-solving and conflict resolution abilities.
- Customer-centric mindset and dedication to exceeding customer expectations.
- Detail-oriented and organised.
- Ability to work collaboratively across departments.
- Flexibility and adaptability in a fast-paced environment.
- Strategic thinking and the ability to develop long-term customer experience strategies.