1,061 Customer Experience Manager jobs in South Africa

Customer Experience Manager job vacancy in Paarl.

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

Overview

Customer Experience Manager (CX / UX)

Introduction: We are looking to employ a Customer Experience Manager for an exciting opportunity within the Omni Channel division of Clicks Retailers. This role will be based at Clicks Head Office Woodstock Cape Town and will report to the Head of Omni Channel.

The role is responsible for leading the strategic implementation of digital technologies to enhance operational efficiency, customer experience (CX) and user experience (UX), which includes identifying and integrating innovative digital tools and platforms that streamline internal processes, optimize the customer journey and ensure seamless omnichannel interactions across retail, healthcare services and loyalty programs.

By collaborating with cross-functional teams including IT, marketing, pharmacy and customer service, the role helps design and deliver intuitive data-driven experiences that align with evolving customer expectations. This ensures that digital initiatives not only meet business goals but also foster loyalty and satisfaction by creating consistent user-friendly interfaces and personalized engagements across all service areas.

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 such as NPS, CSAT, channel performance monitoring and conversion rates.
   • Analyse customer behaviour 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 and personalization platforms).
   • Stay informed about emerging trends in omnichannel retail and customer experience to recommend innovative solutions.
7. Team Collaboration & Leadership
   • Work closely with the 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.

Job Related Knowledge

• Understanding of customer journey mapping and Digital Product Lifecycle Management
• Knowledge of digital transformation
• Knowledge of E-Comm solutions in a Retail environment

Job Related Skills

• Technical Skills
• Digital Strategy
• Proficiency in data analytics tools (e.g. Google Analytics, Tableau or Power BI)
• Familiarity with UX / UI design tools (e.g. Figma, Sketch or Adobe XD)
• Strong digital technology skills across systems, software development and project management

Soft Skills

• Strong leadership and Stakeholder Management skills
• Analytical and data-driven decision-making
• Exceptional communication and presentation abilities
• Customer-centric mindset with a passion for innovation

Job Experience

• 5 years of experience in Digital Transformation, User Experience (UX) / UI design or Product Management roles, preferably in Retail or FMCG
• Proven track record of implementing successful Digital strategies and improving customer satisfaction
• Demonstrated expertise in creating business cases and financial models for Digital Products
• Hands-on experience with CRM, customer analytics tools and e-Commerce Platforms

Education

• Bachelors degree in Marketing, Information Management, Business, Digital Strategy, Finance or a related field

Essential Competencies

• Deciding and Initiating Action
• Leading and Supervising
• Persuading and Influencing
• Presenting and Communicating Information
• Applying Expertise and Technology
• Creating and Innovation
• Formulating Strategies and Concepts
• Planning and Organising
• Adapting and Responding to Change

Job Experience Notes

• CTC is p / a
• This role is fully onsite
• We prefer a female EE candidate for this role
• Should have Retail / FMCG industry experience
• Should have managed a team before
• It is important that the individual has CX experience and familiar with UX / UI Designs

Employment Details

• Employment Type: Full Time
• Experience: years
• Vacancy: 1

• 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

• 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

The Customer Experience Manager is responsible for leading the customer service strategy across the business, ensuring exceptional service delivery and a seamless customer experience. This includes managing contact centre operations, driving performance against KPIs, and overseeing processes related to fraud prevention, reporting, automation, and workforce management.

**Qualifications: Matric / Grade 12

Diploma in a relevant field

Minimum of 5 years in a leadership role within a customer care call centre

Proficient in Microsoft Office (Intermediate level)

Experience with call centre systems, FreshDesk or ZenDesk (advantage)

Knowledge & Competencies:

Understanding of basic labour laws and disciplinary procedures

Familiarity with financial and regulatory frameworks, including CPA, POPIA, and NCA

Strong leadership, communication, and interpersonal skills.

Proven ability in change management, strategic planning, and conflict resolution

Experience in stakeholder management and workforce planning.

Proficiency in analysing data, documenting processes, and driving operational excellence.

Mr Price Group Limited is an equal opportunity employer and is committed to Employment Equity.**

Responsibilities: Lead and manage inbound contact centre operations to meet service level targets and customer satisfaction goals.

Develop and maintain reporting frameworks to monitor performance and identify improvement opportunities.

Continuously review and enhance operational processes to improve efficiency and service quality.

Ensure budget compliance and resource availability to support service delivery.

Implement strategies to improve productivity, profitability, and customer experience.

Monitor call queues and ensure optimal workforce management.

Resolve customer service issues and identify trends to inform strategic decisions.

Communicate performance insights and updates to internal stakeholders and external partners.

Collaborate with Marketing to align customer service with brand strategy.

Ensure compliance with service policies, SLAs, and regulatory requirements (e.g., CPA, POPIA).

Support recruitment, training, and development of a high-performing, engaged team.

Partner with HR to manage performance and conduct issues effectively.

- Promote company values and foster a culture of continuous learning and improvement.

• 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

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.

Customer Experience Manager (CX/UX)

Introduction

We are looking to employ a Customer Experience Manager for an exciting opportunity within the Omni Channel division of Clicks Retailers. This role will be based at Clicks Head Office, Woodstock, Cape Town and will report to the Head of Omni Channel.

Minimum requirements

Job related knowledge

Understanding of customer journey mapping and Digital Product Lifecycle Management

Knowledge of digital transformation

Knowledge of E-Comm solutions in a Retail environment

Job related skills

Technical Skills

Digital Strategy

Proficiency in data analytics tools (e.g., Google Analytics, Tableau, or Power BI)

Familiarity with UX/UI design tools (e.g., Figma, Sketch, or Adobe XD)

Strong digital technology skills across systems, software development and project management.

Soft Skills

Strong leadership and Stakeholder Management skills

Analytical and data-driven decision-making

Exceptional communication and presentation abilities

Customer-centric mindset with a passion for innovation

Job Experience

5 years of experience in Digital Transformation, User Experience, UX/UI design, or Product Management roles, preferably in Retail or FMCG

Proven track record of implementing successful Digital strategies and improving customer satisfaction

Demonstrated expertise in creating business cases and financial models for Digital Products

Hands-on experience with CRM, customer analytics tools, and e-Commerce Platforms

Education

Bachelors degree in Marketing, Information management Business, Digital Strategy, Finance, or a related field.

Essential Competencies

Deciding and Initiating Action

Leading and Supervising

Persuading and Influencing

Presenting and Communicating Information

Applying Expertise and Technology

Creating and Innovation

Formulating Strategies and Concepts

Planning and Organising

Adapting and Responding to Change

Job Purpose

The role is responsible for leading the strategic implementation of digital technologies to enhance operational efficiency, customer experience (CX), and user experience (UX) which includes identifying and integrating innovative digital tools and platforms that streamline internal processes, optimize the customer journey, and ensure seamless omnichannel interactions across retail, healthcare services, and loyalty programs.

By collaborating with cross-functional teams including IT, marketing, pharmacy, and customer service, the role helps design and deliver intuitive, data-driven experiences that align with evolving customer expectations. This ensures that digital initiatives not only meet business goals but also foster loyalty and satisfaction by creating consistent, user-friendly interfaces and personalized engagements across all service areas.

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, such as NPS, CSAT, channel performance monitoring and conversion rates.

Analyse customer behaviour 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, and personalization platforms).

Stay informed about emerging trends in omnichannel retail and customer experience to recommend innovative solutions.

7. Team Collaboration & Leadership

Work closely with the 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.

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