Customer Experience Lead

About the Role

Our client, WhatJobs Direct, is seeking a dynamic and strategic Customer Experience Lead to champion exceptional customer journeys within their organization. This role, based in **Pretoria**, is responsible for designing, implementing, and optimizing all touchpoints across the customer lifecycle. The ideal candidate possesses a deep understanding of customer psychology, a passion for service innovation, and a proven ability to drive measurable improvements in customer satisfaction and loyalty. You will collaborate closely with various departments, including marketing, sales, and product development, to ensure a cohesive and positive customer experience. This is a unique opportunity to make a significant impact on our client's brand perception and customer retention strategies. We are looking for a leader who can inspire a customer-centric culture throughout the company and translate insights into actionable strategies for continuous improvement.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Map and analyze customer journeys across all touchpoints, identifying areas for enhancement.
• Design and implement initiatives to improve customer satisfaction, engagement, and loyalty.
• Gather and analyze customer feedback from various channels (surveys, reviews, social media) to identify pain points and opportunities.
• Collaborate with cross-functional teams to ensure consistent delivery of exceptional customer experiences.
• Develop and deliver training programs to empower employees to provide outstanding customer service.
• Monitor key customer experience metrics (e.g., NPS, CSAT, CES) and report on progress.
• Stay abreast of industry trends and best practices in customer experience management.
• Act as a champion for the customer, advocating for their needs throughout the organization.

Requirements

• Bachelor's degree in Marketing, Business, Psychology, or a related field.
• Minimum of 5 years of experience in customer experience, customer journey mapping, or a related field.
• Proven track record of successfully implementing customer experience strategies and driving measurable results.
• Strong analytical skills with the ability to interpret data and translate insights into actionable plans.
• Excellent communication, presentation, and interpersonal skills.
• Experience in designing and delivering customer service training programs.
• Proficiency in customer feedback tools and analytics platforms.
• Demonstrated ability to influence and collaborate with stakeholders at all levels.
• Experience in the **Pretoria** business environment is a plus.

Benefits

• An attractive annual salary package up ZAR.
• Hybrid work model offering flexibility between office and remote work.
• Comprehensive medical and retirement benefits.
• Significant opportunities for career growth and professional development.
• A creative and collaborative work environment in **Pretoria**.
• Generous annual leave and public holiday allowances.
• Access to leadership development programs.
• Employee wellness initiatives and support.

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