Customer Experience Manager

We Go Places How about you?
Immediate Superior: Customer Services Manager
Location: Tygervalley
Function: Supply Chain
Sub Function: Customer Service and Logistics
Type of Contract: Permanent
Reference Number: 145135
Closing Date: 13/09/2025

Applications are invited for a Customer Experience Manager position in our Customer Services team based at Tygervallley. This person will report to the Customer Services Manager and be repsonsible for leading initiatives that improve the end-to-end customer journey, ensuring a seamless and customer-centric experience across all touchpoints. This includes ownership of the Voice of the Customer (VoC) program, managing customer and consumer complaints, queries, and requests, and driving effective communication strategies for both customers and internal stakeholders.

Key Performance Areas would include, but are not limited to:
Sales
- Voice of the Customer (VoC) Program
- Develop and own the VoC strategy and roadmap to ensure continuous, structured, and meaningful customer feedback collection.
- Drive improvements in survey design, distribution, and response rates across all relevant channels.
- Ensure that all all-inner loop activities is closed with customer
- Manager the outer loops by analysing VoC data to identify actionable insights and trends.
- Work closely with analytics, product, and service teams to ensure insights are used to drive customer-centric improvement
- Route to Consumer (RTC)
- Drive customer onboarding on the Route to Consumer Program ensuring that customers account is active and ready to trade
- Promote app usage and customer retention within the fragmented trade.
- Touch Point strategy /Customer Journey
- Support to develop the touch point strategy with sales and CSL teams
- Align customer journey to VoC and RQC data to highlight pain points.
- Coordinate the resolution of pain points in the customer journey.

Customer Service
- Customer and Consumer Complaint Management
- Develop and oversee robust processes for handling complaints, ensuring timely and effective resolution.
- Maintain comprehensive records of complaints, resolutions, and preventative actions.
- Analyze complaint data to identify trends, root causes, and opportunities for improvement.
- Collaborate with cross-functional teams to resolve systemic issues and enhance customer satisfaction.
- TPM and Data Analysis & Reporting
- Track key metrics such as response time, resolution rates, and customer satisfaction.
- Launch and monitor TPM (Total Productive Maintenance) initiatives specifically aimed at improving Customer Experience KPIs.
- Customer Communication Strategy
- Work with product, marketing, and support teams to ensure proactive communication regarding changes, outages, updates, and new features.
- Establish communication best practices and tone of voice guidelines to ensure consistency.
- Internal Stakeholder Communication
- Build and maintain regular communication frameworks to share customer insights, feedback, and experience metrics with key internal stakeholders.
- Partner with departments (e.g., Product, Operations, Sales, Support) to embed customer experience thinking into decision-making processes.
- Create impactful presentations, dashboards, and reports to communicate VoC data and CX performance across the business.
- Champion customer-centric culture by organizing internal awareness campaigns, workshops, and training sessions.

Operations Management
- Leadership and Team Management
- Lead, mentor, and develop a high-performing customer care and consumer care team.
- Foster a culture of continuous improvement and customer advocacy.
- Ensure team alignment with service standards and customer experience goals.
- Data Analysis and Reporting
- Prepare regular reports and presentations on customer care performance, trends, and improvement opportunities.
- Use insights to drive operational enhancements and inform strategic decisions.
- NQF level 7 (bachelor’s degree) in Sales, Marketing, Operations Management
- 7+ years Proven experience as a Customer Experience Manager or similar role, with a track record of successfully managing customer complaints and quality assurance.
- Strong leadership and people management skills, with the ability to motivate and develop a team.
- Excellent problem-solving and critical-thinking abilities.
- Exceptional communication and interpersonal skills.
- Proficiency in data analysis and reporting, with a strong understanding of customer satisfaction metrics.
- Experience with customer feedback management tools and CRM systems is a plus.

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd) is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. You must be fully eligible to li