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Customer Experience Manager

Customer Experience Manager

EXANTEWorkFromHome, KwaZulu-Natal, South Africa
1 day ago
Job description

Overview

EXANTE Johannesburg, Gauteng, South Africa

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About The Role

As Exante's Customer Experience Manager, you'll be at the heart of our commitment to customer-centricity. You will proactively champion service excellence across all teams, act as the voice of the customer, and spearhead initiatives that elevate satisfaction and loyalty.

Reporting Line : Marketing Director

Worksite : Remote

Responsibilities

  • Embed the Voice of the Customer

Advocate internally for customer needs, collaborating with cross-functional teams to prioritize and implement customer-driven projects.

  • Build and maintain strong stakeholder relationships to turn insights into action.
  • Monitor & Improve Satisfaction

    • Develop and maintain a framework for tracking customer satisfaction metrics.

  • Conduct client interviews (phone, online, face-to-face) to gather feedback.
  • Analyze customer insights to identify trends, drive improvement plans, and raise satisfaction scores.
  • Drive Cultural Change

    • Lead and support initiatives that embed customer-first methodologies across the organization.

  • Challenge the status quo and hold teams accountable for service quality.
  • Escalation & Resolution

    • Act as the central escalation point for service issues for top-valued clients.

  • Perform root-cause analysis, define corrective actions, and coordinate next steps to resolve outstanding cases.
  • Competitive & Market Analysis

    • Research market trends and competitor practices.

  • Propose recommendations to continuously enhance our customer experience.
  • Optimize Customer Welfare

    • Oversee the effective use of customer welfare processes.

  • Identify vulnerable clients and ensure regional teams implement appropriate support measures.
  • Enhance Key Touchpoints

    • Collaborate on improving the UX of critical customer interactions : registration, funding / withdrawal requests, account reporting, etc.

    Qualifications

  • Leadership & Collaboration

    • Proven ability to influence and deliver results through others in a matrix organization.

  • Exceptional stakeholder-management and relationship-building skills.
  • Customer-Centric Expertise

    • Strong grasp of customer-centric methodologies, tools, and frameworks.

  • Commercial Acumen

    • Results-driven mindset with a track record of optimizing performance in a competitive, regulated financial environment.

  • Analytical & Decisive

    • Comfortable interpreting data to inform decisions and measure impact.

  • Communication Skills

    • Excellent written and verbal presentation skills, able to distill complex concepts into clear, compelling narratives.

  • Industry Experience (Preferred)

    • Background in finance or investment services.

    This role is ideal for a hands-on leader who thrives on driving continuous improvement, influencing across teams, and championing the customer at every turn. If you're ready to make a measurable impact on Exante's service excellence, we'd love to hear from you.

    Personality / Mindset

  • Integrity & loyalty
  • Team player with advanced communication and collaboration skills
  • A hands-on, can-do attitude - always looking for solutions and thinking out of the box
  • Overachiever mentality
  • Capability to work and succeed in the fast pace and ever-changing environment

    • We Offer

  • Competitive salary
  • Corporate benefits (choose your preferred options)
  • Truly inspiring culture, pleasant and informal work environment
  • Ongoing education & training programs
  • Opportunity to network and connect in the Corporate Events
  • Global career opportunities
  • Benefits / perks vary depending on the nature of your employment with the company and the country where you work

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    Customer Experience Manager • WorkFromHome, KwaZulu-Natal, South Africa