Customer Experience Manager

2 days ago

Cape Town, Western Cape, South Africa Whitecollars Full time
Customer Experience Manager

Whitecollars is seeking a highly skilled Customer Experience Manager to join our team. As a key member of our client-facing team, you will be responsible for delivering exceptional service to our clients, ensuring their fitness journey is seamless and enjoyable.

Key Responsibilities:

  • Client Onboarding: Welcome new clients and guide them through a personalized onboarding process, ensuring they feel excited and confident about their fitness journey.
  • Customer Journey Management: Design and manage tailored six-month journeys for clients, incorporating regular check-ins, goal-setting, and personalized fitness advice.
  • Multiple Touchpoints for Engagement: Engage with clients using various methods, ensuring they feel valued and supported at all stages of their journey.
  • Build Strong Relationships: Develop meaningful, long-lasting relationships by understanding each client's fitness and lifestyle goals, offering tailored advice on fitness, nutrition, and biohacking.
  • Retention & Referrals: Implement strategies to keep clients engaged, reduce churn, and encourage referrals by building trust and delivering exceptional client experiences.
  • Health Metrics & Progress: Monitor client progress through health metrics and regular feedback, ensuring they stay on track toward their goals.
  • Trainer Collaboration: Work closely with trainers to adjust client programs based on progress and client needs.
  • Client Feedback & Satisfaction: Measure and improve client satisfaction using score-based feedback tools and actionable insights.

Requirements:

  • More than 5 years of experience in delivering exceptional customer experiences, driving satisfaction, and fostering strong client relationships.
  • English fluency is required.
  • You are passionate about fitness, wellness, and helping clients achieve their health and fitness goals.
  • You thrive in a client-focused, fast-paced environment, where every day brings a new challenge and an opportunity to make a difference.
  • You have strong interpersonal skills and know how to build trust and rapport with clients both in-person and through digital touchpoints.
  • You're a proactive problem-solver who can identify issues before they become problems and handle them with empathy and efficiency.
  • You have experience managing a customer journey, with measurable success in increasing client LTV and reducing churn.
  • You are organized, responsive, and always strive to over-deliver on client expectations.
  • You thrive both working independently and as part of a team, taking direction when needed but also stepping up to lead when necessary.
  • You're tech-savvy and eager to learn more about biohacking, optimizing health, and using CRM systems to improve client experiences.

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