Customer Experience Leader

**Job no**: 526531
**Brand**: Flight Centre Brand
**Work type**: Full time
**Location**: Johannesburg West
**Categories**: Operations & Professional Services

**✨ About the role**:
The Customer Success Leader role is a senior leadership position focused on driving customer retention, growth, and satisfaction across RSA & the UK Flight Leisure Centre Brand. It’s a strategic role that requires someone who can partner closely with the Senior Leaders, while also collaborating with global counter parts to ensure consistency in our approach and delivery.

This position will lead a team of Customer Experience Experts and is responsible for shaping Flight Centre Brand (FCB) customer engagement strategy, managing escalations, and driving customer retention.

The role also includes crisis management responsibilities and serves as a public-facing PR spokesperson on behalf of FCB.

**Your Key Responsibilities Will Include**:

- Collaborate closely with Area Leaders, Marketing, Product and the Global Customer Success Teams to drive initiatives that improve customer satisfaction (CSAT), NPS, and resolution times.
- Develop and lead the FCB customer experience (CX) vision and roadmap aligned with business strategy.
- Establish, manage, and evolve CX frameworks, including feedback loops and issue resolution.
- Lead, coach, and inspire the CX team and influence cross-functional stakeholders to champion the customer voice.
- Collaborate with Sales, Operations, Product, and Technology to identify and solve customer pain points.
- Drive adoption of CX tools, technologies, and insights across the business.
- Analyse and report on customer experience data, turning insights into action and strategic improvements.
- Maintain alignment with global CX strategies while tailoring initiatives to the FCB RSA market.
- Ensure compliance with service-level agreements (SLAs), customer issue resolution protocols, and brand standards.
- Support the training and development of teams to build customer-first capabilities across FCB.
- Play a critical role in crisis management and public response through collaboration with marketing and PR agency.
- Contribute to thought leadership pieces and attend media interview requests.

***What We’re Looking For**:
We’re after a confident, empathetic leader who balances strategic thinking with hands-on execution. You’ll be able to influence at all levels of the business, bring innovative CX ideas to life, and advocate fiercely for our customers.

**To Succeed in This Role, You’ll Need**:

- 5+ years in customer experience, service delivery, or operations roles.
- 3+ years in a leadership position.
- Proven track record in building and executing customer success strategies.
- Experience working with CX platforms such as Zendesk, Salesforce, or Qualtrics.
- Exceptional communication, problem-solving, and stakeholder management skills.
- A strong presence and confidence to represent FCB in the media when required.
- Matric required; a tertiary qualification is a bonus.

**What’s In It for You?**:

- The opportunity to shape the customer success strategy for one of the most iconic travel brands.
- Collaborate globally and influence regionally.
- Be part of a passionate, inclusive culture that champions innovation and career growth.
- Flexibility and autonomy based on business needs.

**Location**:
Johannesburg-based, with travel and after-hours work as needed.

Ready to lead the future of customer experience at Flight Centre?

and help us build loyal communities of travelers—one unforgettable experience at a time.

LI-JM1#FCB#LI-Onsite

**Applications close**: 20 May 2025 South Africa Standard Time