225 Customer Experience Manager jobs in South Africa

Overview

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.

• 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.

• 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)

• 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.

Customer Experience Manager Sub-Sahara Africa Jet Park

Job Summary: Direct Reports 1 x Customer Service Manager, Products and Exports

1 x Customer Service Manager, Lubrication, Services & Solutions, 1 x CX Digital Support Representative

Job purpose: To lead, direct and drive the strategic and operational development activities within customer service in Sub-Sahara Africa.

The role requires the implementation of a delivery network, operational targets, activities, performance, delivery and execution of meeting the customer expectations that is aligned to the corporate business strategy of Sub-Sahara Africa.

Leading, actively coaching the customer service managers and customer service representatives with effective and efficient support that contributes to the achievement of the business objectives and growth.

Proactively support the sales team in driving sales targets, take part in leads and opportunity generation for sales and sales campaigns

Implementing effective business processes, guidelines, and strategies to increase the efficiency of customer service and business operations jointly with the leadership team and with the extended management team.

Harnessing a working environment which encourages teamwork, purposeful action taking, energy and creativity.

Minimum requirements:

A minimum of 8-10 years with proven customer service management within a multi-national company.

 A minimum of 5-7 years in a generalist management role with proven leadership experience within a multi-national company.

Extensive knowledge of ERP systems including DOH, COH, and Syspro.

A formal tertiary qualification in Business Management is essential.

nowledge of customer service principles and practices.

bility to develop processes and systems to improve operational efficiencies.

systematic, logical, analytical approach to problem solving and decision making.

bility to present findings and recommendations to leadership team, management team, regional management team and structures within an international group matrix.

eneral business unit management / staff management experience, with the ability to be flexible to manage direct reports and their subordinates when required.

trong customer orientation (both internally and externally) to drive business, string negotiation skills, strong performance management and strategic planning.

onfidentiality, tact, and discretion in dealing with people.

xcellent planning, organisational and administrative skills.

xcellent communication and presentation skills English.

eadership skills and must have the ability to motivate and team building ability.

ound interpersonal skills and must have the ability to interact with staff at all levels with influence, persuasion, and ability to command respect.

Desirable xperience of working in a multi-national environment.

roduct and industry knowledge advantageous.

bility to analyse and interpret relatively complex data in a logical manner.

bility to manage managers and the operations team

Mental demands:

igh levels of concentration required where the workload will vary every day. The ability to go from one topic to another and be conversant is essential.

equired to be self-motivated and be able to make decisions within delegated responsibility.

outinely concentrate for long periods of time in order to correctly analyse data/information.

ill be expected to react to unpredictable operational requirements of an ad-hoc nature.

bility to multi-task and have the ability to manage stress and pressure.

ust be able to adapt, show initiative, be a team player and have the ability to work under little or no supervision.

Physical demands:

omestic and from time to time cross-border travel will be required to engage with customers.

ccasional international travel to attend meetings and/or training.

ill spend time at a desk working on a computer and attending meetings.

ill be required to work extended hours including over weekends.

Health and safety/ exposure to risk:

ccasionally exposed to some risk whilst travelling.

Salary range R1,3 to R1.7 depending on qualifications, skills and experience required for the position

Primary functional objectives of the role:

o achieve continuous, accurate and timely product supply to customers and to ensure the Sub-Sahara Africa is well positioned to enable & achieve significant sales growth.

ccountable for developing & supporting execution of operational strategy whilst ensuring governance and looking at initiatives to significantly improve the value chain with Sub-Sahara Africa.

o introduce tools, dashboards, and processes to ensure predictable and sustainable results across the region to maintain outstanding performance in terms of deliverables.

efine an organised and controlled environment that will support the Sub-Sahara Africa go to market strategy with all related operational activities in Sub-Sahara Africa. Lead the strategy with the relevant stakeholders, develop the strategy and implement the strategy.

et targets to measure and manage customer service.

dentify causes of problems, bottlenecks and non-value added activities and initiate corrective and preventative actions.

esponsible for the overall complying and adjusting of working capacity to meet customer expectations, business requirements and targets.

repare, present and submit management reporting to managing director and other key stakeholders globally.

nsure that the department adheres to audit requirements, compliance, quality and EHS regulatory requirements.

Customer Service responsibilities:

e in-charge of delivering a seamless customer experience across all stages, touchpoints in the customer journey whilst supporting and driving global initiatives to improve customer experience.

everage on the existing and relevant technologies for tracking key metrics across the complete management of the customer experience within Sub-Sahara Africa.

stablish performance metrics, quality of order book management, analysis of credit notes, building trends and implementing corrective action, service levels, correcting any deviations, on-going digital improvements and objectively measure service levels and teams performance.

ork closely with OEM and distribution network to ensure customer satisfaction.

ollaboration with commercial team to implement the appropriate operational strategies to support the business whilst consistently improving the customer experience and focusing on high-quality customer interactions.

mplement measures to capture and track customer satisfaction and establish a customer-centric culture within Sub-Sahara Africa.

ontinuously support, advise, and guide the team as needed to achieve required departmental and operational objectives.

ontinuously support and manage the cross-departmental interaction, communication and relationships to achieve of the set objectives for the business.

Other Key Duties

System owner of Common Systems and managing Common System access reviews for Sub-Sahara Africa.

nteract with both internal and external auditors.

art of the Group Customer Service Council Community.

esponsible for the overall managing, leading and coaching of employees and talents within the department to increase engagement and execute appropriate talent development plans.

Responsible for

ignificant responsibility for the maintenance of stakeholder relationships.

oster a good working climate and strong teamwork.

anage direct report(s) regarding development, process adherence, incentives, performance management and coaching.

rive a high-performance culture, continuously provide feedback, challenge direct reports, and encourage behaviours.

evelop team targets and strategy.

otivate and empower people to drive change and accelerate growth.

Decision making:

lways required to communicate and escalate where appropriate business critical information gleaned from customers, distribution network and to the sales team.

nalysis of data in order to make day-to-day job-related decision and to prioritize and work in line with operational requirements.

equired to direct the decision-making process of cross-functional colleagues to support customer requirements and required service levels.

equired to make quick decisions and anticipate needs and have the ability to react to operational situations in a timely and appropriate manner.

equired at all times to adhere to the limits of authority.

Communication:

xcellent communication skills are required as the position will be expected to negotiate and influence at all levels.

bjective, assertive, and on-going communication is required both externally and to the internal organisation.

equired to attend meetings and present analytical information and make recommendations to management in order to influence future processes and procedures that will improve performance and or profitability.

ommunication extends further than the day-to-day routine exchanges of data and statistical information. Must understand and then deliver the key message effectively and competently to influence others.

bility to present findings and recommendations to sales team and customers.

trong emphasis to collate and articulate effective feedback from the stakeholder group to identify trends, weaknesses and business opportunities that may exist in Sub-Sahara Africa.

onfident, highly motivated, energised, must be tactful when dealing with people and must treat people with respect.

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

• 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.

Salary is dependant on experience. Commission structure to be discussed during the interview process.

For all who are interested please email your CV to:

A vacancy exists in the Security Services Department for a Client Experience Manager reporting to the Security Services Executive.

Purpose of Position: Manage the service delivery to customers in a seamless manner to meet and exceed customer expectation in an efficient and cost-effective manner, achieving SLA targets and meet contractual obligations. Oversee projects and standards to ensure a uniformed and optimized customer environment.

Main Responsibilities:

• Take accountability for overall service delivery and customer experience.
• Build strong customer relationships and with all delivery organizations, internal and external.
• Accountable to manage service delivery organizations and their contractual obligations. Address without delay, performance issues when they arise.
• Take accountability for the financial wellbeing of the account.
• Develop and implement strategies to ensure customer relationship and end-to-end services delivered is of high standard and foster positive customer experience.
• Define operational processes in line with developed strategies to support meeting a positive customer experience outcome. Ensure such operations aligns to OneX process and procedures.
• Continuously review training requirements and facilitate further training identified for allocated staff to ensure they remain current in expertise required to fulfil their required duties.
• Manage and oversee standards of customer solutions and the professional implementation thereof. Where required manage projects to ensure successful implementation and customer satisfaction is achieved. Always perform a program manager role when projects are to be implemented in the customers environment and set the required format and standards in collaboration with the technical teams.
• Continuously review and assess operational trends in the customer environment, identify areas needing improvement and in collaboration with the appropriate technical teams launch an applicable CSI (Customer Service Improvement) project.
• Manage and compile the required reporting requirements, SLA and other report delivery obligations as required and directed.
• Take ownership of performance issues and actively manage these to successful resolution leveraging the support from support organizations.
• Apply appropriate account governance, ensure meeting minutes are produced.
• Ensure escalations and high impact issues are promptly dealt with.

Required Capabilities:

• Self-motivator able to operate without supervision and not wait for others to set priorities and direction.
• Exceptional customer facing skills and ability to interact.
• In-depth service delivery knowledge, escalation procedures, incident and problem management, change management, etc.
• Excellence: Consistently maintains high level of activity and productivity; sustains long working hours when necessary; shows vigor, effectiveness, and determination over extended periods of time.
• Results orientated. Demonstrate vigor to manage and guide any matters or projects to successful conclusion.
• Excellent verbal and written communications skills.
• Strong writing skills, writing reports and processes.
• Solid problem-solving skills and a proactive attitude.
• Demonstrate leadership and accountability. Take charge of situations, set direction and ensure clear objectives are set.

Required Experience:

• At least five (5) years active experience managing operations and service delivery in customers environment of complex multidiscipline nature.
• At least two (2) years program management experience implementing complex multi-disciplined projects.
• Project manager exposure or having managed projects.
• At least two (2) years’ experience leading multicultural teams in a service delivery environment.
• Understanding and exposure to service management tools as well as monitoring tools.
• Proficient in MS Office suite with Power BI an added advantage.

Educational Qualifications:

• Matric
• Post matric technical certification.
• ITIL Foundation
• Post Graduate Degree/Diploma in Electronics / Communications sector.
• Leadership Training
• Proficient in Service Management Tools

If you are interested in this vacancy, please apply via the job ad post, by no later than the 22nd of April 2024.

Applicants will be required to participate in a comprehensive assessment process and must be deemed competent.

Work sample and / or psychometrics tests will be undertaken as part of the selection process.

Applicants who have not been contacted within three months from the closing date should consider themselves unsuccessful.

Preference will be given to candidates from the designated groups.

Cape Town, South Africa | Posted on 07/15/2025

The Client Experience Administrator will process ourindividual and corporate client registrations. They will be responsible foridentifying the client’s requirements and supporting first-time clientsthroughout the sign-up process as well as assisting existing clients with newfunctionalities, including handling different client queries. They will berequired to conduct transactional and ongoing due diligence on all clients. Asuccessful candidate will have a keen mind for compliance and administration.This includes working in accordance with the FICA Act to mitigate risk of moneylaundering and terrorist financing. They will have excellent interpersonalskills and impeccable written and oral communication ability.

Responsibilities and Duties

· KYC “Know Your Customer”–FICA, risk rating, PEPs & due diligence

· Opening of accounts withbanking partners

· Compliance checks andcreation of documents sent to clients

· Process flow management onthe CRM system

· Conversion ofregistrations and new FTCCs

· Management of bank auditsand remediation

· Liaising with banks AMLdepartment and reporting of any unusual or suspicioustransactions

· Taking of incoming callsfor new client queries

· Filing and otheradministrator task as and when they are required

· Liaise with relevantbanking partners’ Exchange Control Departments for all SouthAfricanReserve Bank related queries

· Principlesand ethics: Adhering to good practice and ethical principles and values.

· Goodwork ethic with a willingness to go the extra mile and work as a teamplayer.

· Mustbe motivated, energetic and committed to the role.

· Meticulous:Impeccably accurate with a keen eye for detail.

· Servicedelivery: Delivering results and exceeding customer expectations.

· Excellentinterpersonal skills and the ability to work effortlessly withclients andthe team. Displays gravitas & emotional maturity.

· Adaptability:Modifies approach in the face of new demands. Supports changeinitiatives,adjusting their actions appropriately when presented withadditionalinformation. Rises to new challenges.

· Efficiency:Organised with excellent diary and time management skills. Makestimelydecisions and accepts accountability for own actions, working wellunder pressure.

· Committedto targets and deadlines and able to multitask efficiently.

· Presentable:Neat, tidy, presentable and professional in appearance and manner.

· Communication:Excellent written and oral communication ability. Impeccabletelephoneetiquette. Able to handle difficult client queries politely and effectively.

Qualifications & Experience

Qualifications: Matric. Relevant tertiary degree /diploma advantageous.

Our client is seeking a Customer Experience & Events Manager based in Sandton, Johannesburg with experience in the wine and spirits industry . The ideal candidate is a dynamic, detail-oriented professional with a passion for delivering exceptional customer experiences and building strong relationships within the industry.

Responsibility include:

• Personally host and present most 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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:

• Degree or Diploma in Hospitality, Marketing, or Business Management.
• 5–7 years’ experience in hospitality, events, or customer experience, with at least 2 years in a leadership role.
• Proven success in planning and executing premium events.
• Strong track record in driving event sales and delivering exceptional guest experiences.
• Proficient in booking systems, POS, Google Workspace, and social media.

Desirable/Additional Skills:

• Operational knowledge of stock control, scheduling, and merchandising.
• Hospitality and retail experience is beneficial.
  

Key Objectives

1. Increase event frequency and revenue – both on-site and offsite.
2. Maximize sales per guest through upselling and strategic retail.
3. Consistently deliver exceptional guest experiences as the face of the brand.
4. Expand team capability by training and managing part-time presenters.
5. Maintain premium standards in all environments and under all timeframes.

Please do not apply for the position if you do not meet the requirements.

Should you not receive a response to your application within two weeks please consider your application unsuccessful.