Customer Experience Manager

3 days ago

Cape Town, Western Cape, South Africa Boardroom Appointments Full time R250 000 - R450 000 per year


Customer Experience Manager (CX/UX)

Job Objectives
  1. Omnichannel Strategy Development
    • Assist in the design and implementation of the omnichannel strategy aligned with business goals and customer expectations.
    • Integrate digital and physical customer touchpoints, including e-commerce, mobile app, in-store services, and customer support.
    • Collaborate with stakeholders across teams (e.g., IT, Marketing, Operations) to align priorities and deliver unified experiences.
  2. Customer Journey Mapping & Optimization
    • Develop and maintain detailed customer journey maps to identify pain points and improvement opportunities.
    • Lead initiatives to streamline transitions between channels, ensuring a cohesive experience.
    • Use data and insights to personalize customer journeys and increase engagement.
  3. UX/UI Design Collaboration
    • Work closely with UX/UI teams to ensure all digital interfaces provide an intuitive and engaging experience.
    • Conduct usability testing to validate design decisions and identify areas for improvement.
    • Champion customer-centric design principles to ensure interfaces meet accessibility and inclusivity standards.
  4. Commercial Strategy & Revenue Models
    • Collaborate with digital product teams to develop business cases for new initiatives, ensuring alignment with strategic goals.
    • Design revenue models and pricing strategies for digital products and services, focusing on maximizing profitability.
    • Identify opportunities to drive incremental revenue through digital channels, including upselling, cross-selling, and subscription models.
  5. Performance Monitoring & Analytics
    • Define key performance indicators (KPIs) for omnichannel success (e.g., NPS, CSAT, channel performance, conversion rates).
    • Analyse customer behavior and feedback to measure the impact of initiatives and recommend enhancements.
    • Leverage analytics tools to monitor channel performance and ensure objectives are met.
  6. Innovation & Technology Integration
    • Partner with IT and product teams to evaluate and implement new tools and technologies (e.g., CRM systems, AI chatbots, personalization platforms).
    • Stay informed about emerging trends in omnichannel retail and customer experience to recommend innovative solutions.
  7. Team Collaboration & Leadership
    • Work closely with digital product and marketing teams to ensure consistency in messaging and branding.
    • Collaborate with in-store teams to ensure digital tools complement physical store interactions.
    • Provide leadership in customer experience projects and mentor team members where applicable.
Minimum Requirements
Job-Related Knowledge
  • Understanding of customer journey mapping and digital product lifecycle management.
  • Knowledge of digital transformation practices.
  • Familiarity with e-commerce solutions within a retail environment.

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