Customer Experience Manager
South Africa - Namibia, South Africa
Job Description
Key Responsibilities:
- Define and communicate the service framework to ensure alignment and understanding across all business units.
- Develop comprehensive customer journeys and micro-journeys catalogue, along with CX frameworks and SOPs.
- Drive Voice of Customer (VOC), NPS, CSAT, CRM, and complaints management solutions.
- Cultivate a customer-centric culture by defining CX KPIs, engaging frontline and back-office staff, and providing training and coaching.
- Act as a brand ambassador and customer advocate, owning customer journeys, identifying pain points, and driving systematic problem-solving.
- Drive cross-functional engagement, stakeholder mapping, and accountability for CX initiatives across the organization.
- Bachelors degree in Marketing, Business, Product Development, or similar field.
- Any CX certification would be advantageous.
- Minimum of 8 years of experience in client engagement or client services, with at least 5 years at a managerial level.
- Demonstrated leadership skills, ability to set vision and strategy, and drive implementation.
- Proficiency in public speaking and engagement, both internally and externally.
- Strong multitasking and project delivery skills, with experience in stakeholder engagement and executive influence.
We also invite you to reach out to us to discuss your next finance career opportunity!
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Job Detail
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Job IdJD1367023
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationSouth Africa - Namibia, South Africa
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EducationNot mentioned