Customer Experience Manager

5 months ago

Craighall Park, South Africa Digicall Management Services Full time

**ROLE SUMMARY**

Join our team as a Customer Experience Manager and lead the charge in shaping exceptional customer journeys

The Customer Experience Manager will work with other support teams including network planning, customer care, training, quality, and business processes to define solutions and ensure successful deployment for all the operational components for the strategic systems. In addition, the incumbent will need to ensure to deliver on quality, address complaints and ensure that the customer satisfaction index is updated, aligned, and addressing the customers’ needs. Furthermore, the Customer Experience Manager will also be responsible for performing industry analysis as required to identify industry benchmarks for customer expectations.

**QUALIFICATIONS**
- Minimum: Senior Certificate (NQF4) or the equivalent
- Preferred: Bachelor’s Degree
- Advantageous: MBA

**EXPERIENCE**
- 5+ years’ customer service experience.
- 3+ years’ experience as a Manager; or 3+ years’ experience in a senior managerial role.
- Demonstrated experience managing one or more departments.

**RESPONSIBILITIES** **Strategy**
- Develop and implement strategies useful in improving customer relationships, dedication, and satisfaction.
- Provide strategic leadership of short
- and long-term goals through the use of thoughtful techniques in the communication of the company’s mission and core values as a means to implement positive change and/or create organisational structure within the assigned business unit(s).
- Define a future state vision for the customer experience and develop strategies aligned to that vision.
- Oversee the restructuring of an organisation into a customer-focused establishment.

Operational
- Lead operational efforts through subordinates to complete the administration of business processes and services to ensure the operations effective achievement of goals within the assigned business unit(s).
- Manage a team of Quality Assessors, Customer Liaison Officers and Internal Trainers to guide and direct the activities of customer experience representatives to ensure their interactions with clients reflects positively on the company and their clients.
- Understand/define/refine the customer segments and develop an action plan based on insight into customer behaviours and propensities.
- Organise, plan, and monitor the company and its client's customer service to ensure optimized interaction to all customers that are interacted with.
- Define and implement standards/procedures for ensuring optimal customer experience.
- Translate action plans into business rules that define how each type of interaction should be handled for each customer segment.
- Design customer experiences that reflect corporate strategy, enhance satisfaction, and are profitable.
- Identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences.
- Analyse data to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviours.
- Continuously measure and refine the customer experience strategy - including dimensions related to service levels and products roadmap.
- Maintain industry leading customer experience metrics.
- Work with Marketing, Operations and Analytics to define enabling capabilities, infrastructure, and processes to ensure seamless execution, measurement, and continuous improvement.
- Create scorecards/dashboards and target metrics for programs to support optimisation of investments.
- Define analysis solutions to ensure ability to understand/define/refine the customer segments and develop an action plan based on insight into customer behaviours, propensities, needs, and performance of activities.
- Define measurement plans that provide insight into performance and opportunities related to customer experience initiatives.
- Drive best practices and continuous improvement programs to achieve and maintain industry leading customer satisfaction/experience metrics.
- Ensure to analyse comprehensive, ongoing program analysis, and reporting to inform business decisions, programs, and investments.
- Identify, propose, and manage primary research, as needed, to inform market opportunities, creative execution, etc.
- Conduct research to identify more personalized methods of customer interactions.
- Establish communication channels and mediums through which clients reach out to the company and vice versa.
- Utilise various communication platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.
- Complaints tracking, remedial action plans and reporting.
- Collect, analyse, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
- Analyse customer feedback and develop programs effective for improved customer e

  • Restaurant Manager

    5 months ago

    Craighall Park, South Africa Els and Be (PTY) LTD Full time

    **Job Summary**: The Restaurant Manager will oversee and manage the daily operations of the restaurant. - **Supervisory Responsibilities**:_ - Hires and trains restaurant staff. - Organizes and oversees the staff schedules. - Conducts performance evaluations that are timely and constructive. - Handles discipline and termination of employees in accordance...

  • Customer Experience Specialist

    4 weeks ago

    Kempton Park, Gauteng, South Africa FirstRand Bank Limited Full time

    Job SummaryWe are seeking a skilled Customer Experience Advisor to join our team at FirstRand Bank Limited. The ideal candidate will be responsible for delivering exceptional customer service, ensuring a positive experience for our clients, and contributing to the bank's overall success.Key ResponsibilitiesProvide excellent customer service, responding to...

  • Beauty Manager

    5 months ago

    Craighall Park, South Africa Els and Be (PTY) LTD Full time

    Beauty Salon Manager Are you ready to lead a dynamic team in a vibrant new beauty salon? We’re seeking a dedicated Beauty Salon Manager to oversee our daily operations and ensure exceptional service for our clients. **Responsibilities**: Oversee daily salon operations Hire and train beauticians, as needed Organize employees’ shifts, considering peak...

  • Customer Experience Specialist

    3 weeks ago

    Kempton Park, Gauteng, South Africa FirstRand Bank Limited Full time

    DescriptionTo deliver exceptional customer experiences by embracing a customer-centric approach, you will engage with customers, understand their needs, and navigate them to the most suitable channels, aligning with best practices.Key ResponsibilitiesOptimize resource utilization to ensure cost efficiency.Proactively identify customers requiring additional...

  • Marketing Manager

    5 months ago

    Craighall, South Africa PMG Recruitment Services Full time

    As a Marketing Manager you will be responsible for creating and implementing marketing strategies and plans. **The role will include, but not limited to**: - Develop and execute comprehensive marketing plans to improve the acquisition of qualified customers that meet our criteria. - Utilize the CRM database to convert previous customer inquiries into...

  • Case Manager

    5 months ago

    Craighall Park, South Africa Digicall Management Services Full time

    **Title** Case Manager **Role Summary** Answer inbound or internally transferred telephone calls, evaluate the caller’s assistance needs, take ownership of the problem and co-ordinate an appropriate solution to the problem presented using either internal or external resources. **QUALIFICATIONS** - Minimum Grade 12 **EXPERIENCE** - 2 to 3 years’...

  • Administrative Receptionist

    5 months ago

    Craighall Park, South Africa The Contact Lens Lab of SA International Full time

    **We are looking for a young, vibrant individual to fill a vacancy as administrative receptionist to manage our front desk on a daily basis and to perform a variety of administrative and clerical tasks.** **Responsibilities**: - Assisting customers and couriers at the front desk. - Processing incoming jobs, invoicing outgoing jobs and packaging. Delivering...

  • Contact Lens Artist

    5 months ago

    Craighall Park, South Africa The Contact Lens Lab of SA International Full time

    **We are looking for a young, vibrant individual to fill a vacancy as a Contact Lens Artist to and must also be able to perform a variety of administrative and clerical tasks. Must have some artistic knowledge and experience.** **Responsibilities**: - Tinting contact lenses. - Hand painting contact lenses. - Assisting customers and couriers at the front...

  • Team Leader

    6 months ago

    Craighall Park, South Africa Digicall Management Services Full time

    **ROLE SUMMARY** The Team Leader is required to oversee the Insurance and Direct Sales team. The individual will manage the day-to-day operations and takes responsibility for the ongoing support of the operations to ensure sustained and profitable growth throughout the contractual lifecycle.. The incumbent will be responsible for managing a team of...

  • Product Specialist Team Leader

    6 months ago

    Craighall Park, South Africa Digicall Management Services Full time

    **ROLE SUMMARY** The Team Leader is required to oversee the call centre and manage the day-to-day operations and takes responsibility for the ongoing support of the operations to ensure sustained and profitable growth throughout the contractual lifecycle. The Team Leader will be responsible for managing a team of agents’ delivery on targets and...

  • Laboratory Assistant

    5 months ago

    Craighall Park, South Africa The Contact Lens Lab of SA International Full time

    **Education (**not negotiable please attach certificate): - Matric (grade 12) **Requirements**: - Extremely well spoken in English - Written and verbal communication skills - Logical thinking and easily understand tasks and instructions given - Ability to work under pressure and also independently - Display friendly and efficient qualities that reflect...

  • Vas Supervisor

    6 months ago

    Craighall Park, South Africa Digicall Management Services Full time

    **Role Purpose** Are you an experienced professional with a passion for supervising teams? Look no further! We are currently seeking a skilled and motivated VAS Supervisor to join our dynamic Assist Team in Digicall. The VAS Supervisor is responsible for ensuring that the team consistently achieves the service level agreements. This is to be achieved by...

  • Bookkeeper

    3 weeks ago

    Craighall, South Africa Jobted ZA C2 Full time

    Required Qualifications The individual must have a BCom degree, which includes a major in Accounting and Finance as a subject. Job Description The Accountant will report to the Financial Manager and work closely with the rest of the team in the Finance Department. The role will include a focus on the loan portfolios for various companies within the Group...

  • Jnr Audit Manager

    5 months ago

    Craighall, South Africa LRC RECRUITMENT Full time

    JOB OPPORTUNITY: JNR AUDIT MANAGER R30 000 - Neg Depending on Level of Qualification completed and Post Article experience, CRAIGHALL, JOHANNESBURG Well Established Firm of Auditors, Accountants and Tax Practitioners situated in Craighall - Johannesburg holds a vacancy for a Jnr Audit Manager / Audit Senior with the following Qualification and...

  • Pharmacist

    6 months ago

    Craighall, South Africa Clicks Group Limited Full time

    **Listing reference**: 016741**Listing status**: Online- **Position summary** **Industry**:Wholesale & Retail Trade - **Job category**:FMCG, Retail, Wholesale and Supply Chain**Location**:Craighall - **Contract**:Permanent**Remuneration**:Market Related - **EE position**:Yes**Introduction** - The Pharmacist is responsible for providing high standards of...

  • Sales Consultant Craighall

    6 months ago

    Craighall, South Africa Edge Fitness Clubs Full time

    **Edge Fitness is Expanding our family to Johannesburg and will be launching our new adventure situated at Craighall.** **Do you have a passion for sales and are fitness enthusiast? THEN APPLY TODAY TO JOIN OUR EDGE FITNESS Craighall TEAM!** - **Minimum Requirements**:_ - A passion for health and fitness (look the part and understand our service) - Matric...

  • Marketing Coordinator

    5 months ago

    Craighall, South Africa PMG Recruitment Services Full time

    As a Marketing Coordinator you will be responsible for creating and implementing marketing strategies and plans. **The role will include, but not limited to**: - Develop and execute comprehensive marketing plans to improve the acquisition of qualified customers that meet our criteria. - Utilize the CRM database to convert previous customer inquiries into...

  • Bookkeeper

    6 months ago

    Craighall Park, South Africa Digicall Management Services Full time

    **ROLE SUMMARY** Are you passionate about numbers, detail-oriented, and ready to contribute your financial expertise to a dynamic team? We're actively seeking a skilled Bookkeeper to join our company. The Bookkeeper is required to complete the full bookkeeping functions from source documentation to trial balance and record the day-to-day financial...

  • Customer Relationship Manager

    3 months ago

    Kempton Park, South Africa TFN Group Full time

    **Position: Account Manager** We are seeking a presentable individual who aligns with our business culture and can serve as a positive spokesperson to our customers. As a TFN Account Manager, your primary goal will be to visit customers and establish lasting business relationships, thereby maximising development, retention, and satisfaction. **Key...

  • Hair & Scalp Specialist

    6 months ago

    Craighall, South Africa Hair Clinic International Full time

    We are looking for a strong, positive and sales orientated individual with a go getter attitude, goals orientated, target driven and the “want” to constantly challenge themselves. The individual must want to grow within a company. Full training will be provided to become a member of our family as a hair loss consultant. **Hair Specialist/Consultant -...