Customer Experience Manager

Job Title : Customer Experience Manager Immediate Superior : Customer Services Manager Location : Tygervalley Function : Supply Chain Sub Function : Customer Service and Logistics Type of Contract : Permanent Reference Number : Closing Date : 13 / 10 Applications are invited for a Customer Experience Manager position in our Customer Services team based at Tygervallley. This person will report to the Customer Services Manager and be responsible for leading initiatives that improve the end-to-end customer journey, ensuring a seamless and customer-centric experience across all touchpoints. This includes ownership of the Voice of the Customer (VoC) program, managing customer and consumer complaints, queries, and requests, and driving effective communication strategies for both customers and internal stakeholders. Key Performance Areas Voice of the Customer (VoC) Program Develop and own the VoC strategy and roadmap to ensure continuous, structured, and meaningful customer feedback collection. Drive improvements in survey design, distribution, and response rates across all relevant channels. Ensure that all inner loop activities are closed with customers. Manage the outer loops by analysing VoC data to identify actionable insights and trends. Work closely with analytics, product, and service teams to ensure insights are used to drive customer-centric improvement. Route to Consumer (RTC) Drive customer onboarding on the Route to Consumer Program ensuring that customers' accounts are active and ready to trade. Promote app usage and customer retention within the fragmented trade. Touch Point strategy / Customer Journey Support the development of the touch point strategy with sales and CSL teams. Align customer journey to VoC and RQC data to highlight pain points. Coordinate the resolution of pain points in the customer journey. Customer and Consumer Complaint Management Develop and oversee robust processes for handling complaints, ensuring timely and effective resolution. Maintain comprehensive records of complaints, resolutions, and preventative actions. Analyze complaint data to identify trends, root causes, and opportunities for improvement. Collaborate with cross-functional teams to resolve systemic issues and enhance customer satisfaction. TPM and Data Analysis & Reporting Track key metrics such as response time, resolution rates, and customer satisfaction. Launch and monitor TPM (Total Productive Maintenance) initiatives specifically aimed at improving Customer Experience KPIs. Customer Communication Strategy Design, develop, and deliver clear, empathetic, and on-brand customer communications across channels (email, web, app notifications, etc.). Work with product, marketing, and support teams to ensure proactive communication regarding changes, outages, updates, and new features. Establish communication best practices and tone of voice guidelines to ensure consistency. Internal Stakeholder Communication Build and maintain regular communication frameworks to share customer insights, feedback, and experience metrics with key internal stakeholders. Partner with departments (Product, Operations, Sales, Support) to embed customer experience thinking into decision-making processes. Create impactful presentations, dashboards, and reports to communicate VoC data and CX performance across the business. Champion customer-centric culture by organising internal awareness campaigns, workshops, and training sessions. Leadership and Team Management Lead, mentor, and develop a high-performing customer care and consumer care team. Foster a culture of continuous improvement and customer advocacy. Ensure team alignment with service standards and customer experience goals. Data Analysis and Reporting Prepare regular reports and presentations on customer care performance, trends, and improvement opportunities. Use insights to drive operational enhancements and inform strategic decisions. Qualifications and Experience NQF level 7 (bachelor's degree) in Sales, Marketing, Operations Management 7+ years proven experience as a Customer Experience Manager or similar role, with a track record of successfully managing customer complaints and quality assurance. Strong leadership and people management skills, with the ability to motivate and develop a team. Excellent problem-solving and critical-thinking abilities. Exceptional communication and interpersonal skills. Proficiency in data analysis and reporting, with a strong understanding of customer satisfaction metrics. Experience with customer feedback management tools and CRM systems is a plus. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. You must be fully eligible to live and work in South Africa to apply. #J- #J-18808-Ljbffr