About the Role

Our client is seeking a passionate and customer-centric Customer Experience Manager to lead their efforts in enhancing customer satisfaction and loyalty for their e-commerce business, operating from their Kimberley location. This role is responsible for defining and implementing strategies that create exceptional customer journeys across all touchpoints, from pre-purchase inquiries to post-sale support. You will analyze customer feedback, identify areas for improvement, and work cross-functionally to implement service enhancements. This is a critical role for building lasting customer relationships and driving repeat business through superior service.

Key Responsibilities

- Develop and implement a comprehensive customer experience strategy focused on improving customer satisfaction, retention, and loyalty.
- Oversee customer support operations, ensuring timely and effective resolution of customer inquiries and issues.
- Analyze customer feedback, survey data, and support metrics to identify trends and opportunities for service improvement.
- Collaborate with product, marketing,



and sales teams to ensure a consistent and positive brand experience across all channels.
- Train and mentor customer-facing staff on best practices in customer service and experience management.

Requirements

- Proven experience as a Customer Experience Manager, Customer Service Manager, or similar role, preferably in e-commerce.
- Demonstrated success in developing and implementing customer experience strategies that improve satisfaction and loyalty metrics.
- Strong understanding of customer support tools, CRM systems, and feedback analysis techniques.
- Excellent communication, interpersonal, and leadership skills.
- A passion for understanding and advocating for the customer.

Benefits

- Market-competitive salary and potential for performance-based incentives.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career advancement.
- A key role in shaping the customer journey for a growing brand in Kimberley .
- Positive and customer-focused work culture.

📌 Customer Experience Manager (Kimberley)
🏢 Placements24
📍 Kimberley