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Customer Experience Manager
Liquid ThoughtCape Town, Western Cape, South Africa18 days ago
Job descriptionIntegrate digital and physical customer touchpoints including e-commerce, mobile app, in-store services and customer support. Collaborate with stakeholders across teams (e.g. IT, Marketing, Operations) to align priorities and deliver unified experiences. Customer Journey Mapping & Optimization Lead initiatives to streamline transitions between channels ensuring a cohesive experience. Use data and insights to personalize customer journeys and increase engagement. UX / UI Design Collaboration Conduct usability testing to validate design decisions and identify areas for improvement. Champion customer-centric design principles to ensure interfaces meet accessibility and inclusivity standards. Commercial Strategy & Revenue Models Design revenue models and pricing strategies for digital products and services focusing on maximizing profitability. Identify opportunities to drive incremental revenue through digital channels including upselling, cross-selling and subscription models. Performance Monitoring & Analytics Analyse customer behaviour and feedback to measure the impact of initiatives and recommend enhancements. Leverage analytics tools to monitor channel performance and ensure objectives are met. Innovation & Technology Integration Stay informed about emerging trends in omnichannel retail and customer experience to recommend innovative solutions. Team Collaboration & Leadership Collaborate with in-store teams to ensure digital tools complement physical store interactions. Provide leadership in customer experience projects and mentor team members where applicable. Understanding of customer journey mapping and Digital Product Lifecycle Management Knowledge of digital transformation Knowledge of E-Comm solutions in a Retail environment Technical Skills Digital Strategy Proficiency in data analytics tools (e.g. Google Analytics, Tableau or Power BI) Familiarity with UX / UI design tools (e.g. Figma, Sketch or Adobe XD) Strong digital technology skills across systems, software development and project management Strong leadership and Stakeholder Management skills Analytical and data-driven decision-making Exceptional communication and presentation abilities Customer-centric mindset with a passion for innovation 5 years of experience in Digital Transformation, User Experience (UX) / UI design or Product Management roles, preferably in Retail or FMCG Proven track record of implementing successful Digital strategies and improving customer satisfaction Demonstrated expertise in creating business cases and financial models for Digital Products Hands-on experience with CRM, customer analytics tools and e-Commerce Platforms Bachelors degree in Marketing, Information Management, Business, Digital Strategy, Finance or a related field Deciding and Initiating Action Leading and Supervising Persuading and Influencing Presenting and Communicating Information Applying Expertise and Technology Creating and Innovation Formulating Strategies and Concepts Planning and Organising Adapting and Responding to Change CTC is p / a This role is fully onsite We prefer a female EE candidate for this role Should have Retail / FMCG industry experience Should have managed a team before It is important that the individual has CX experience and familiar with UX / UI Designs Employment Type : Full Time Experience : years Vacancy : 1
Overview
Customer Experience Manager (CX / UX)
Introduction : We are looking to employ a Customer Experience Manager for an exciting opportunity within the Omni Channel division of Clicks Retailers. This role will be based at Clicks Head Office Woodstock Cape Town and will report to the Head of Omni Channel.
Job Purpose
The role is responsible for leading the strategic implementation of digital technologies to enhance operational efficiency, customer experience (CX) and user experience (UX), which includes identifying and integrating innovative digital tools and platforms that streamline internal processes, optimize the customer journey and ensure seamless omnichannel interactions across retail, healthcare services and loyalty programs.
By collaborating with cross-functional teams including IT, marketing, pharmacy and customer service, the role helps design and deliver intuitive data-driven experiences that align with evolving customer expectations. This ensures that digital initiatives not only meet business goals but also foster loyalty and satisfaction by creating consistent user-friendly interfaces and personalized engagements across all service areas.
Job Objectives
- Omnichannel Strategy Development
Assist in the design and implementation of the omnichannel strategy aligned with business goals and customer expectations.
Develop and maintain detailed customer journey maps to identify pain points and improvement opportunities.
Work closely with UX / UI teams to ensure all digital interfaces provide an intuitive and engaging experience.
Collaborate with digital product teams to develop business cases for new initiatives ensuring alignment with strategic goals.
Define key performance indicators (KPIs) for omnichannel success such as NPS, CSAT, channel performance monitoring and conversion rates.
Partner with IT and product teams to evaluate and implement new tools and technologies (e.g. CRM systems, AI chatbots and personalization platforms).
Work closely with the digital product and marketing teams to ensure consistency in messaging and branding.
Requirements
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Customer Experience Manager • Cape Town, Western Cape, South Africa
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