330 Customer Experience Manager jobs in South Africa

Company & Culture

EXANTE is a pioneering wealth tech company that delivers cutting-edge centralized trading solutions and robust B2B financial infrastructure, driving value through innovative technology. Our proprietary trading platform offers seamless access to diverse financial instruments- including stocks, ETFs, bonds, futures, and options- all within a single, multi-currency account.

We cultivate a culture that transcends the ordinary, where rapid responses to market dynamics and proactive problem-solving are the norm. At EXANTE, the potential to make a meaningful impact is ever-present. Our team members continuously pursue personal and professional growth, empowered to spearhead change across people, processes, and products. True innovation stems from an insatiable desire for improvement, and everyone at EXANTE is committed to fostering this spirit and propelling the company into the future.

As a rapidly expanding global firm with over 600 talented employees from 65 nationalities across 70 locations, we are a frontrunner in the financial sector. Our investment priorities are clear: We prioritize investing in our most valuable asset - our people. Join us in shaping the future of finance.

About The Role

As Exante's Customer Experience Manager, you'll be at the heart of our commitment to customer-centricity. You will proactively champion service excellence across all teams, act as the voice of the customer, and spearhead initiatives that elevate satisfaction and loyalty.

Reporting Line: Marketing Director

Worksite: Remote

Responsibilities

• Embed the Voice of the Customer
• Advocate internally for customer needs, collaborating with cross-functional teams to prioritize and implement customer-driven projects.
• Build and maintain strong stakeholder relationships to turn insights into action.
• Monitor & Improve Satisfaction
• Develop and maintain a framework for tracking customer satisfaction metrics.
• Conduct client interviews (phone, online, face-to-face) to gather feedback.
• Analyze customer insights to identify trends, drive improvement plans, and raise satisfaction scores.
• Drive Cultural Change
• Lead and support initiatives that embed customer-first methodologies across the organization.
• Challenge the status quo and hold teams accountable for service quality.
• Escalation & Resolution
• Act as the central escalation point for service issues for top-valued clients.
• Perform root-cause analysis, define corrective actions, and coordinate next steps to resolve outstanding cases.
• Competitive & Market Analysis
• Research market trends and competitor practices.
• Propose recommendations to continuously enhance our customer experience.
• Optimize Customer Welfare
• Oversee the effective use of customer welfare processes.
• Identify vulnerable clients and ensure regional teams implement appropriate support measures.
• Enhance Key Touchpoints
• Collaborate on improving the UX of critical customer interactions: registration, funding/withdrawal requests, account reporting, etc.

Qualifications

• Leadership & Collaboration
• Proven ability to influence and deliver results through others in a matrix organization.
• Exceptional stakeholder-management and relationship-building skills.
• Customer-Centric Expertise
• Strong grasp of customer-centric methodologies, tools, and frameworks.
• Commercial Acumen
• Results-driven mindset with a track record of optimizing performance in a competitive, regulated financial environment.
• Analytical & Decisive
• Comfortable interpreting data to inform decisions and measure impact.
• Communication Skills
• Excellent written and verbal presentation skills, able to distill complex concepts into clear, compelling narratives.
• Industry Experience (Preferred)
• Background in finance or investment services.

This role is ideal for a hands-on leader who thrives on driving continuous improvement, influencing across teams, and championing the customer at every turn. If you're ready to make a measurable impact on Exante's service excellence, we'd love to hear from you.

Personality / Mindset

• Integrity & loyalty
• Team player with advanced communication and collaboration skills
• A hands-on, can-do attitude - always looking for solutions and thinking out of the box
• Overachiever mentality
• Capability to work and succeed in the fast pace and ever-changing environment

We Offer*

• Competitive salary
• Corporate benefits (choose your preferred options)
• Truly inspiring culture, pleasant and informal work environment
• Ongoing education & training programs
• Opportunity to network and connect in the Corporate Events
• Global career opportunities
• Benefits/perks vary depending on the nature of your employment with the company and the country where you work

A group of disruptive technology experts created EXANTE. With an impressive track record in the industry and knowledge of the markets, our systems are built to democratize access to global financial instruments for professional traders and institutional investors.

Company & Culture
EXANTE is a pioneering wealth tech company that delivers cutting-edge centralized trading solutions and robust B2B financial infrastructure, driving value through innovative technology. Our proprietary trading platform offers seamless access to diverse financial instruments- including stocks, ETFs, bonds, futures, and options- all within a single, multi-currency account.

We cultivate a culture that transcends the ordinary, where rapid responses to market dynamics and proactive problem-solving are the norm. At EXANTE, the potential to make a meaningful impact is ever-present. Our team members continuously pursue personal and professional growth, empowered to spearhead change across people, processes, and products. True innovation stems from an insatiable desire for improvement, and everyone at EXANTE is committed to fostering this spirit and propelling the company into the future.

As a rapidly expanding global firm with over 600 talented employees from 65 nationalities across 70 locations, we are a frontrunner in the financial sector. Our investment priorities are clear: We prioritize investing in our most valuable asset - our people. Join us in shaping the future of finance.

About The Role
As Exante's Customer Experience Manager, you'll be at the heart of our commitment to customer-centricity. You will proactively champion service excellence across all teams, act as the voice of the customer, and spearhead initiatives that elevate satisfaction and loyalty.

Reporting Line:
Marketing Director

Worksite:
Remote

Responsibilities

• Embed the Voice of the Customer

• Advocate internally for customer needs, collaborating with cross-functional teams to prioritize and implement customer-driven projects.

• Build and maintain strong stakeholder relationships to turn insights into action.

• Monitor & Improve Satisfaction

• Develop and maintain a framework for tracking customer satisfaction metrics.

• Conduct client interviews (phone, online, face-to-face) to gather feedback.

• Analyze customer insights to identify trends, drive improvement plans, and raise satisfaction scores.

• Drive Cultural Change

• Lead and support initiatives that embed customer-first methodologies across the organization.

• Challenge the status quo and hold teams accountable for service quality.

• Escalation & Resolution

• Act as the central escalation point for service issues for top-valued clients.

• Perform root-cause analysis, define corrective actions, and coordinate next steps to resolve outstanding cases.

• Competitive & Market Analysis

• Research market trends and competitor practices.

• Propose recommendations to continuously enhance our customer experience.

• Optimize Customer Welfare

• Oversee the effective use of customer welfare processes.

• Identify vulnerable clients and ensure regional teams implement appropriate support measures.

• Enhance Key Touchpoints

• Collaborate on improving the UX of critical customer interactions: registration, funding/withdrawal requests, account reporting, etc.

Qualifications

• Leadership & Collaboration

• Proven ability to influence and deliver results through others in a matrix organization.

• Exceptional stakeholder-management and relationship-building skills.

• Customer-Centric Expertise

• Strong grasp of customer-centric methodologies, tools, and frameworks.

• Commercial Acumen

• Results-driven mindset with a track record of optimizing performance in a competitive, regulated financial environment.

• Analytical & Decisive

• Comfortable interpreting data to inform decisions and measure impact.

• Communication Skills

• Excellent written and verbal presentation skills, able to distill complex concepts into clear, compelling narratives.

• Industry Experience (Preferred)

• Background in finance or investment services.

This role is ideal for a hands-on leader who thrives on driving continuous improvement, influencing across teams, and championing the customer at every turn. If you're ready to make a measurable impact on Exante's service excellence, we'd love to hear from you.

Personality / Mindset

• Integrity & loyalty
• Team player with advanced communication and collaboration skills
• A hands-on, can-do attitude - always looking for solutions and thinking out of the box
• Overachiever mentality
• Capability to work and succeed in the fast pace and ever-changing environment

We Offer*

• Competitive salary
• Corporate benefits (choose your preferred options)
• Truly inspiring culture, pleasant and informal work environment
• Ongoing education & training programs
• Opportunity to network and connect in the Corporate Events
• Global career opportunities
• Benefits/perks vary depending on the nature of your employment with the company and the country where you work

A group of disruptive technology experts created EXANTE. With an impressive track record in the industry and knowledge of the markets, our systems are built to democratize access to global financial instruments for professional traders and institutional investors.

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 Numbe
r:

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

• Design, develop, and deliver clear, empathetic, and on-brand customer communications across channels (email, web, app notifications, etc.).

• 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.

The successful candidate must have the following qualification, skills and experience:

• 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 live and work in South Africa to apply.

• Application Deadline: 26 October 2025
• Job Location: Paarl, Western Cape
• Job Title: Customer Experience Manager
• Education Level: Certificate
• Job Level: Management
• Minimum Experience: 5- 7 Years

Have you successfully led a top-performing Customer Relations or Retentions team, with a history of streamlining processes and thriving in a fast-paced setting?

Our client in Paarl is seeking an experienced professional to head up and grow a motivated customer retentions team, driving accountability by ensuring timely payments, delivering exceptional service, and maintaining consistent results.

In this role, you'll be actively involved in overseeing daily operations while fostering a supportive, performance-driven team environment.

Requirements:

• Matric
• 3 – 5 years' experience in a similar role
• Tech-savvy, able to navigate and utilize various software programs effectively (e.g. Freshdesk, FinWise, Google Sheets)
• Proficiency in ticketing systems is required
• Strong leadership and communication skills with a hands-on approach to problem-solving
• Proven experience in customer relations or client services, preferably in financial services or collections
• Analytical mindset with the ability to interpret data and translate it into actionable insights
• Familiarity with reporting tools and systems

Duties and Responsibilities:

• The CR Manager is expected to demonstrate strong managerial capabilities by actively supervising and guiding staff within the department, ensuring productivity, accountability, and team cohesion
• Managing and monitoring all customer tickets to prevent overdue issues.
• Develop and implement standard operating procedures (SOPs) to minimise overdue and unresolved tickets
• Effectively structure upcoming payments and drive the conversion of unpaid at a high success rate
  
  closely monitoring verified strike dates to ensure timely collections and accurate payment tracking.
• Ensure that all team members are properly trained and continuously upskilled to meet performance standards
• Ensure that document collection is prioritized and executed efficiently
• Oversee the handling of cancellations with the objective of retaining clients
• Implement strategies and objection-handling techniques to minimize cancellations and maximize client retention rates
• Monitor and report daily call statistics to track individual and team performance, identify productivity trends, and address areas of concern promptly
• Conduct regular one-on-one sessions with department members
• Accurately calculate commission payments based on performance metrics, ensuring fairness, transparency, and alignment with company policies
• Analyse performance metrics from the previous day to identify trends and areas for improvement

About Us:

Founded in 2020, Nsibandze Outsourcing ("NOS") is a disruptive CX business on a mission to ignite opportunity for businesses in the commercial real estate vertical through telemarketing, market intelligence data analysis, and business consulting. Based in the UK and South Africa, we deliver our innovative solutions for clients across the United Kingdom, North America, and the EMEA region.

Since 2021, we've helped our clients to secure over £30,2 million in revenue with a further sales pipeline in excess of £3.4 billion. As a fast-growing start-up up we're big on culture, and we define "NOStronauts" as those who sweat the small stuff, aren't afraid to roll up their sleeves, obsess over client satisfaction, love helping others, and are continuously looking to grow as a professional.

Job Summary:

The Customer Experience Agent will be a key player in the sales team, working to improve the overall customer journey from lead generation to post-sale. You will be responsible for ensuring that customers have a seamless, positive experience, leading to higher retention rates, repeat business, and brand advocacy. Your role will focus on managing customer touchpoints, working closely with sales, and ensuring that the customer's needs and expectations are met at every stage.

Role Overview

As a Customer Experience Consultant, you will be the first point of contact for our clients and prospects. You'll manage communication channels, support outreach campaigns, and ensure every interaction reflects our commitment to professionalism

Key Responsibilities

· LinkedIn Account Management

Manage and grow LinkedIn profiles for business development purposes

Engage with connections, respond to messages, and support content posting

Monitor engagement metrics and suggest improvements

• Email Sequence Management

Execute and optimize email outreach campaigns

Collaborate with the business development team to ensure timely and relevant messaging

Track open rates, responses, and follow-up actions

• Customer Support Enquiries

Respond to client inquiries via telephone and WhatsApp

Provide clear, professional, and timely support

Escalate issues when needed and ensure resolution is communicated

Qualifications & Skills

Experience in customer service, account management, or business development support

Strong written and verbal communication skills

Familiarity with LinkedIn and email automation tools (e.g., HubSpot, Mailchimp, Lemlist)

Ability to multitask and manage time effectively

Professional demeanor and a client-first mindset

Experience in commercial real estate or B2B services is a plus

Requirements:

Understanding of B2B sales or client management is advantageous, however, not a must.

Understanding of sales processes, customer journey mapping, and sales cycle management.

Excellent interpersonal and communication skills, with the ability to collaborate effectively across departments.

Good written and spoken English.

Comfortable working with CRM systems, sales platforms, and customer service tools.

Strong problem-solving skills with a customer-first mindset.

Ability to adapt to a fast-paced, goal-driven sales environment.

Why Join Us?

Competitive salary and performance-based incentives.

Work in a fast-growing company where you'll have a direct impact on sales and customer experience.

Collaborative team environment with opportunities for professional development and growth.

Comprehensive benefits package, including health, dental, and retirement plans.

If you're passionate about delivering exceptional customer experiences in a sales environment and have the skills to build strong, lasting relationships, we'd love to have you on our team

NOS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, age, religion, sex, sexual orientation, gender identity/expression, national origin, or any other characteristic protected under law.

Job Type: Full-time

Pay: From R10 000,00 per month

Application Question(s):

• Do you have strong written and spoken English skills?

Experience:

• Working in a corporate office: 2 years (Required)
• MS Outlook: 2 years (Required)

Work Location: In person

Customer Experience Account Manager.

We are a UK and SA based cloud telecoms business

covering the entire product set – hosted telephony, connectivity, mobile, etc

.

We are looking for talented sales staff to join our dynamic team selling into the UK or SA market.

Tasks will include:

Manage, Retain and Grow revenue in line with SCG's growth targets against an assigned set of accounts.

Build and execute a contact strategy and plan for each partner based upon their requirements.

Build strong relationships with decision makers across the accounts.

Act as a single point of contact for queries or issues and liaise with the relevant internal department to bring them to a swift conclusion.

Proactively identify new upsale opportunities across the account base and work with the relevant department(s) to win the business.

Develop the skills and knowledge required to sell SCG's full suite of products and services in accordance with end user requirements.

Customer Support Experience advantageous

About you:

Excellent communication skills.

Ability to communicate in a professional manner both written and verbal.

Computer literacy with knowledge of Microsoft Office Word, Teams and Excel.

Previous experience in Sales would be an advantage.

An interest in technology.

We Offer:

A competitive salary.

Full training.

Ongoing personal development.

A busy, fun working environment.

Own vehicle essential

Living in or around Alberton, but not limited to

Industry experience will be advantageous

Customer Experience Account Manager.

We are a UK and SA based cloud telecoms business

covering the entire product set – hosted telephony, connectivity, mobile, etc

.

We are looking for talented sales staff to join our dynamic team selling into the UK or SA market.

Tasks will include:

Manage, Retain and Grow revenue in line with SCG's growth targets against an assigned set of accounts.

Build and execute a contact strategy and plan for each partner based upon their requirements.

Build strong relationships with decision makers across the accounts.

Act as a single point of contact for queries or issues and liaise with the relevant internal department to bring them to a swift conclusion.

Proactively identify new upsale opportunities across the account base and work with the relevant department(s) to win the business.

Develop the skills and knowledge required to sell SCG's full suite of products and services in accordance with end user requirements.

Customer Support Experience advantageous

About you:

Excellent communication skills.

Ability to communicate in a professional manner both written and verbal.

Computer literacy with knowledge of Microsoft Office Word, Teams and Excel.

Previous experience in Sales would be an advantage.

An interest in technology.

We Offer:

A competitive salary.

Full training.

Ongoing personal development.

• A busy, fun working environment.

Customer Experience Account Manager.

We are a UK and SA based cloud telecoms business

covering the entire product set – hosted telephony, connectivity, mobile, etc

.

We are looking for talented sales staff to join our dynamic team selling into the UK or SA market.

Tasks will include:

Manage, Retain and Grow revenue in line with SCG's growth targets against an assigned set of accounts.

Build and execute a contact strategy and plan for each partner based upon their requirements.

Build strong relationships with decision makers across the accounts.

Act as a single point of contact for queries or issues and liaise with the relevant internal department to bring them to a swift conclusion.

Proactively identify new upsale opportunities across the account base and work with the relevant department(s) to win the business.

Develop the skills and knowledge required to sell SCG's full suite of products and services in accordance with end user requirements.

Customer Support Experience advantageous

About you:

Excellent communication skills.

Ability to communicate in a professional manner both written and verbal.

Computer literacy with knowledge of Microsoft Office Word, Teams and Excel.

Previous experience in Sales would be an advantage.

An interest in technology.

We Offer:

A competitive salary.

Full training.

Ongoing personal development.

A busy, fun working environment.

Own vehicle essential

Living is Alberton and surrounding area, but not limited to

Industry experience will be advantageous

This role is ideal for someone who has experience in the liquor industry ( hosting wine tastings etc)

Key Responsibilities

1. Experience Delivery & Hosting

• Personally host and present the majority of distillery experiences: Gin School, Gin & Chocolate Pairing, Cocktail Classes, private/corporate bookings, themed events, and product launches.
• Deliver engaging, knowledgeable, and polished presentations that reflect the brand's premium positioning.
• Adapt delivery style for different audiences, including corporates, tourists, and high-LSM locals.
• Actively create upsell opportunities during events (bottle sales, merchandise, future bookings).
• Brief, manage, and support part-time and event staff during delivery.

2. Event Concept & Planning

• Develop and schedule a year-round calendar of events (e.g., themed evenings, seasonal menus, product launches, corporate packages).
• Create new formats to expand beyond existing offerings, such as premium tasting dinners, mixology nights, and limited-capacity VIP events.
• Build tailored packages for private and corporate bookings with integrated upsell opportunities.

3. Offsite Event Expansion

• Identify, secure, and deliver offsite event opportunities, including corporate activations, festivals, and brand partnerships.
• Ensure brand presentation and service standards are upheld in all external environments.

4. Promotion & Sales

• Work with marketing to create multi-channel campaigns for upcoming events (email, social media, partnerships).
• Build and maintain relationships with corporates, hotels, tourism operators, and influencers to drive bookings.
• Track and analyse event sales performance, refining pricing, packages, and promotions based on data.

5. Hospitality Experience Design

• Curate multi-sensory, Instagram-worthy experiences from guest arrival to departure.
• Incorporate premium décor, curated food pairings, and exclusive merchandise into event design.
• Collaborate with production to create limited-edition cocktails or gin serves available only at specific events.
• Refresh event content and presentation styles to encourage repeat visitation.

6. Operational Excellence & Team Growth

• Lead end-to-end setup, delivery, and teardown for all events, ensuring every detail meets brand standards.
• Recruit, train, and mentor additional part-time presenters as event demand grows.
• Maintain event readiness for both planned and short-notice bookings (stock, glassware, garnishes, décor).
• Develop and implement operational checklists to ensure consistency across on-site and offsite events.

7. Customer Service & Communication

• Manage all incoming event and experience enquiries via phone, email, and social DMs.
• Oversee booking systems to ensure events are listed accurately and kept up-to-date.
• Handle post-event follow-up to encourage repeat visits and customer reviews.

Qualifications and Experience:

• Minimum: Matric + post-matric qualification in Hospitality, Events, Marketing, or similar.
• Preferred: Degree/Diploma in Hospitality, Marketing, or Business Management.
• 5–7 years in hospitality/events/customer experience.
• At least 2 years in a leadership/management role.
• Proven success in planning, promoting, and executing events from start to finish.
• Strong track record in driving event sales and delivering premium guest experiences.
• Operational knowledge: stock control, scheduling, merchandising.
• Tech proficiency: booking systems, POS, Google Workspace, social media.

Job Type: Full-time

Pay: R28 000,00 - R35 000,00 per month

Work Location: In person