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Client Experience Manager

2 weeks ago

Cape Town, South Africa FirstRand Full time

Job Description

To oversee daily operations of Customer Experience (CX) initiatives and ensure that customer interactions across multiple channels and seamless and positive.

To focus on the practical aspects of CX, working to improve and optimise processes, resolve challenges and enhance overall customer experience.

To collaborate with various teams to implement CX strategies and monitor the performance thereof.
- Oversee the daily operations of CX initiatives, ensuring that all activities are executed effectively and align with strategic goals.
- Create and update customer journey maps that detail the interactions customers have with the organisation, identifying opportunities for enhancement.
- Monitor CX performance metrics and generate reports that provide insights into customer satisfaction and areas for improvement.
- Collaborate with teams to promptly resolve customer issues, ensuring that problems are addressed efficiently and effectively.
- Analyse customer feedback and operational processes to identify and implement improvements that enhance the customer experience.
- Design and administer customer feedback surveys, collecting data that informs CX strategies and improvements.
- Provide training and support to staff on CX best practices, ensuring they have the knowledge and skills to deliver exceptional client experiences.
- Work across departments and functional areas to ensure that CX initiatives are integrated into their operations and that there is a consistent approach to customer interactions.
- Oversee customer communication channels, ensuring that interactions are managed effectively, and customer inquiries are addressed promptly.
- Assist, where appropriate, in the development and management of customer loyalty programs that foster long-term business relationships.
- Become mindful of the customer sentiment on social media and other platforms, and implement insights in shaping customer journeys.
- Ensure that all CX activities comply with organisational policies and relevant regulations, maintaining high standards of customer service and integrity.
- Regularly update senior management on the status of CX initiatives and performance metrics, highlighting successes and areas for improvement.
- Assist in the implementation and adoption of new CX tools and technologies, ensuring they are effectively utilised to improve customer interaction.

Job Details

10/06/25