Head of Customer Experience

Job title : Head of Customer Experience

Job Location : Gauteng, Randburg

Deadline : October 24, 2025

Introduction

Tracker requires the services of a talented Head of Customer Experience who will be responsible for overseeing the strategy, planning, and execution of Tracker’s customer experience objectives. This role is pivotal in shaping the end-to-end journey for both existing and prospective customers. Working closely with various business leaders, the incumbent will drive improvements in service delivery and operational efficiency. All customer communications will be jointly managed by the Head of Customer Experience and the Marketing team, ensuring proactive, relevant feedback is consistently delivered to our customers. The ideal candidate must bring innovative thinking to develop experiences that not only elevate the Tracker brand but also foster engagement across all service touchpoints. A key responsibility will be to ensure customer satisfaction throughout every interaction, embedding measurable outcomes across customer-centric events and initiatives. A deep understanding of the competitive landscape, evolving customer needs, and the ability to lead with creativity and strategic intent are essential for success in this role particularly in supporting the university’s recruitment efforts.

Responsibilities

• Implementation of customer experience strategic objectives – Responsible for creating a comprehensive Customer Experience strategy to guide the Customer Service Centres, in aligning on service objectives and measures.
• Contribute to Tracker’s strategic growth by identifying opportunities in the service delivery process to upsell and retain customers.
• Lead the communication and execution of a plan designed to improve existing service delivery and improving quality of service
• Ensure the Service strategy is effectively implemented in KPI’s and executed accordingly.
• Constantly review processes in the various customer journey’s, optimise where required and measure the success thereof.
• Provide regular updates to the Executive team on strategy implementation progress and proactively address any issues or gaps.
• Take full ownership of key performance indicators across all stages and platforms of customer engagement.
• Lead the development of structured reporting and meeting frameworks to monitor and track performance outcomes.
• Advocate new ways of working across departments to foster improvements in customer experience.
• Provide strategic recommendations to the Executive team on recruitment, talent development, and process enhancements.

Quality and service delivery

People Management

Collaboration

Financial Management

Minimum requirements

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