Customer Experience Lead - Retail

Our client is seeking a passionate and innovative Customer Experience Lead to champion exceptional customer journeys within their retail operations, working remotely with a focus on the East London area. This role is dedicated to understanding and enhancing every touchpoint a customer has with the brand, from initial online interaction to in-store experience and post-purchase support. You will analyze customer feedback, develop strategies to improve satisfaction and loyalty, and collaborate with cross-functional teams to implement customer-centric initiatives across their various channels. The ideal candidate is a strategic thinker with a deep understanding of customer behavior and a commitment to creating memorable experiences, particularly within the Eastern Cape retail context.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with business goals and brand values.
• Analyze customer feedback, journey maps, and behavioral data to identify pain points and opportunities for improvement.
• Design and manage customer feedback programs (surveys, reviews, focus groups) to gather insights.
• Collaborate with marketing, sales, and operations teams to ensure a seamless and consistent customer experience across all channels.
• Develop training materials and programs for front-line staff to enhance customer service skills and brand advocacy.
• Monitor key customer experience metrics (NPS, CSAT, churn rate) and report on progress to senior management.

Requirements

• Proven experience in Customer Experience (CX) management , preferably within the retail industry.
• Strong understanding of customer journey mapping, service design, and loyalty program development.
• Excellent analytical skills with the ability to interpret complex data and translate it into actionable insights.
• Exceptional communication, presentation, and interpersonal skills.
• Experience with CX software and tools (e.g., CRM, survey platforms, analytics dashboards).
• A proactive, creative, and empathetic approach to customer-centric problem-solving.

Benefits

• Competitive salary and performance-related bonus.
• Flexible remote work arrangement.
• Opportunities for professional growth and certifications in CX.
• Contribution to shaping the future of customer engagement for a growing brand.
• A collaborative and forward-thinking work environment.

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