Head of Customer Experience

1 week ago

Cape Town, Western Cape, South Africa PEP Full time
Purpose of the Role

The Head of Customer will be responsible for spearheading the development and implementation of customer-centric strategies that drive business growth and enhance our understanding of customer behavior. This role will involve leading a team of data analysts and scientists, collaborating with various departments, and leveraging data to inform decision-making and improve the overall customer experience (CX) and increase customer lifetime value for the business.

At PEP, we are dedicated to providing an exceptional shopping experience for our customers to make them look and feel good. With a strong commitment to innovation and customer satisfaction, this role strives to understand and meet the needs of our diverse customer segments across our retail and service brands.

Key Responsibilities
  • Develop and deliver a customer-centric business strategy that supports the company's strategic plans and growth strategies to improve customer lifetime value (CLV)
  • Implement a robust data strategy to ensure accurate, accessible, data for business initiatives
  • Develop and present reports on customer insights, highlighting key findings and actionable recommendations to key senior stakeholders
  • Optimise and identify opportunities for enhancing the customer journey across the different business segments
  • Stay abreast of emerging technologies and tools in data analytics and customer insights to enhance PEP's capabilities and improve customer experience
  • Provide leadership to the team of Data analysts, Scientists, and CRM specialists, guiding them to develop and execute customer-centric strategies in omnichannel retail environments
  • Implement/Manage the company customer Data governance and ensure data quality and integrity
Role Requirements
  • CX obsessed, track record of solving robust customer needs
  • Honours degree in Analytics, Business, Data Science, Statistics, Computer Science, or a related field
  • Proven experience in a senior data or analytics role, preferably in a retail or e-commerce environment with a minimum of 5-10 years in a senior managerial-related role
  • Proficiency in data analysis tools and software (e.g., SQL, Python, R, Tableau, BIG Data)
  • Strong analytical skills with expertise in data visualisation tools and statistical analysis
  • Demonstrated success in translating data insights into actionable customer strategies
  • Salesforce experience would be a strong advantage
  • Competencies: Devotion to quality, Leadership, Result oriented, Structuring, Analysing and forming opinions, Helicopter view, Market orientation, Situational Awareness

  • Head of Customer Experience

    2 weeks ago

    Cape Town, Western Cape, South Africa Initiate International Full time

    Lead Customer Service in iGamingInitiate International seeks a seasoned leader to drive customer service excellence in our Cape Town office. As the Head of Customer Service, you will oversee day-to-day operations, ensuring high levels of customer satisfaction and loyalty.Key Responsibilities:Supervise customer service teams, including hiring, training, and...

  • Head of Customer Experience

    3 weeks ago

    Cape Town, Western Cape, South Africa Initiate International Full time

    Job DescriptionInitiate International is seeking a seasoned professional to lead our customer service team as the Head of Customer Experience. As a key member of our organization, you will be responsible for driving excellence in customer service, innovation, and customer-centric strategies.Key ResponsibilitiesCustomer Service Strategy: Develop and implement...

  • Head of Customer Experience

    3 weeks ago

    Cape Town, Western Cape, South Africa Initiate International Full time

    Job DescriptionAre you a strategic leader looking to drive excellence and innovation in customer service? We are seeking a dynamic and experienced professional to join our team as the Head of Customer Experience at Initiate International.About the RoleSupervise day-to-day operations in the customer services department, including hiring, training, and...

  • Head of Customer Experience

    2 weeks ago

    Cape Town, Western Cape, South Africa PEP Full time

    About the RoleThe Head of Customer Experience will be responsible for leading the development and implementation of customer data strategies that enhance our understanding of customer behavior and drive business growth. This role will involve managing a team of data analysts and scientists, collaborating with various departments, and leveraging data to...

  • Department Head: Customer Experience

    2 weeks ago

    Cape Town, Western Cape, South Africa Tenacity Financial Services Full time

    Job SummaryWe are seeking a highly skilled and experienced Department Head: Customer Experience to join our team at Tenacity Financial Services. The successful candidate will be responsible for managing and overseeing the smooth functioning of the Customer Services Contact Centre, ensuring that service levels, positive customer experiences, and...

  • Head of Customer Retention

    5 days ago

    Cape Town, Western Cape, South Africa Ad Talent Africa Full time

    {"title": "Head of Member Engagement", "description": "Join Our Team as a Senior Leader in Member EngagementAt Ad Talent Africa, we are seeking a highly skilled and experienced professional to lead our member engagement efforts. As a senior leader, you will be responsible for developing and executing a comprehensive member engagement strategy that drives...

  • Head of Customer Retention Strategy

    2 weeks ago

    Cape Town, Western Cape, South Africa Cape Union Mart Group Full time

    {"title": "Head of Loyalty Program", "description": "Lead Our Loyalty ProgramWe are seeking a seasoned professional to lead our loyalty program, driving customer retention and satisfaction through innovative strategies and data-driven insights.This role requires a strategic thinker with excellent leadership and analytical skills to develop and execute...

  • Director of Customer Experience

    3 weeks ago

    Cape Town, Western Cape, South Africa Initiate International Full time

    Job DescriptionJob Title: Director of Customer ExperienceCompany: Initiate InternationalLocation: Remote (with occasional travel to Cape Town)Job Type: Full-timeAbout Us:Initiate International is a leading iGaming company that is committed to providing exceptional customer experiences. We are seeking a highly skilled and experienced Director of Customer...

  • Head of Customer Retention and Loyalty

    3 weeks ago

    Cape Town, Western Cape, South Africa Cape Union Mart Group Full time

    Job DescriptionJob Title: Head of Customer Retention and LoyaltyCompany: Cape Union Mart GroupLocation: South AfricaJob Type: Full-timeIndustry: RetailJob Category: Customer ServiceAbout Us:Cape Union Mart Group is a leading retailer in South Africa, committed to transformation and diversity. We are seeking a highly skilled and experienced professional to...

  • Customer Experience Representative

    3 weeks ago

    Cape Town, Western Cape, South Africa Pargo Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Experience Representative. As a key member of our Customer Experience team, you will be responsible for providing exceptional customer service and support to our clients and customers.Key ResponsibilitiesCustomer Service: Respond to customer inquiries...

  • Customer Experience Associate

    3 weeks ago

    Cape Town, Western Cape, South Africa Quality Connect Staffing Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Customer Service Agent to join our team at Quality Connect Staffing. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients, resolving customer complaints, and ensuring a positive experience for all interactions.Key...

  • Customer Experience Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa Pargo Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Experience Specialist to join our team at Pargo. As a key member of our Customer Experience team, you will be responsible for providing exceptional customer service and support to our clients and customers.Key ResponsibilitiesCustomer Service: Respond to customer inquiries and resolve...

  • Customer Experience Manager

    3 weeks ago

    Cape Town, Western Cape, South Africa CME Recruitment Full time

    About the RoleCME Recruitment is seeking a highly skilled Customer Relationship Specialist to join our team. As a key member of our organization, you will play a pivotal role in nurturing and expanding our customer base while ensuring an exceptional customer experience.Key ResponsibilitiesDevelop and implement customer-centric strategies to enhance customer...

  • Customer Experience Representative

    2 weeks ago

    Cape Town, Western Cape, South Africa Boldr Full time

    About the RoleAs a Customer Advocate at Boldr, you will be responsible for delivering exceptional customer experiences by addressing inquiries and resolving complaints in a timely and professional manner.Key ResponsibilitiesCustomer Interaction: Engage with customers to provide accurate, valid, and complete information with empathy, courtesy, and...

  • Customer Experience Representative

    3 weeks ago

    Cape Town, Western Cape, South Africa Mukuru Full time

    About the RoleMukuru is seeking a highly skilled Customer Support Consultant to join our World Class Customer Support Department. As a key member of our team, you will be responsible for providing exceptional customer service and assistance with money transfer orders and related queries.Key ResponsibilitiesCustomer Service: Provide timely and effective...

  • Customer Experience Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa FirstRand Bank Limited Full time

    About the RoleWe are seeking a skilled professional to join our team as a Customer Experience Specialist. In this role, you will be responsible for providing exceptional customer service by being helpful and sensitive to customer needs, expectations, and providing product solutions.Key ResponsibilitiesConnect with customers by living up to our brand promise...

  • Customer Experience Specialist

    4 hours ago

    Cape Town, Western Cape, South Africa FirstRand Bank Limited Full time

    Job SummaryWe are seeking a skilled Customer Experience Advisor to join our team at FirstRand Bank Limited. As a key member of our team, you will be responsible for delivering exceptional customer service and ensuring that our clients receive a world-class experience.Key ResponsibilitiesProvide proactive and personalized support to clients, understanding...

  • Customer Experience Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa Capita Full time

    About the RoleWe are seeking a highly skilled and motivated Customer Advisor to join our team at Capita. As a Customer Advisor, you will be responsible for delivering exceptional customer service and experience to our clients, ensuring that their needs are met and exceeded.Key ResponsibilitiesProvide excellent customer service and support to clients via...

  • Operations Coordinator

    2 weeks ago

    Cape Town, Western Cape, South Africa Hutech Head Office Full time

    Job DescriptionJob Title: Operations AssistantCompany: Hutech Head OfficeLocation: Remote (with occasional travel)Job Type: Full-timeIndustry: Logistics and TransportationJob Summary:We are seeking a highly organized and detail-oriented Operations Assistant to join our team at Hutech Head Office. The successful candidate will be responsible for coordinating...

  • Customer Experience Director

    1 week ago

    Cape Town, Western Cape, South Africa Plus1X Solutions (Pty) Ltd Full time

    Lead Exceptional Customer ExperiencesWe're seeking a seasoned professional to drive our service delivery efforts and exceed customer expectations. As a Client Experience Manager, you'll be responsible for building strong relationships with our clients, managing service delivery organizations, and ensuring financial success while maintaining high service...