A vacancy exists for a Customer Experience Manager within Kazang – Micro Merchant Operations, in Century City, Cape Town.  

The Customer Experience Manager will be responsible for ensuring exceptional customer satisfaction and loyalty by designing, implementing, and improving customer experience strategies.

This role focuses on creating seamless and impactful experiences across all customer touchpoints, leveraging data, technology, and a customer-centric mindset to innovate and improve customer interactions which involves analyzing customer feedback, leading cross-functional initiatives, and ensuring alignment with the company’s values and objectives within the Inbound Contact Centre, Outbound Contact Centre, Operations Technical Support Team and our Third Party Support Team and our Trusted Centre.

Key Responsibilities include, but are not limited to:  

Customer Journey Optimization

• Develop and refine customer journey maps to identify gaps and evaluate the end-to-end customer journey to identify pain points and areas for improvement.
• Develop and implement initiatives to enhance customer experiences across all touchpoints including technology.
• Ensure consistency and excellence across all touchpoints, from onboarding to post-support.

Data-Driven Insights

• Collect, analyze, and interpret customer feedback and operational data to inform decision-making.
• Create detailed reports and dashboards to track customer satisfaction, Net Promoter Score (NPS), and other key metrics.
• Use data to drive strategies for enhancing customer experience metrics (e.g. CSAT, CES, NPS).

CX Strategy Development

• Create and execute CX strategies that align with business objectives and customer needs.
• Monitor CX initiatives to ensure measurable impact and return on investment.

Cross-Functional Collaboration

• Partner with product, marketing, sales, and support teams to implement CX improvements.
• Act as a liaison between third parties and customers and internal teams to address pain points and align priorities.

Technology and Process Optimization

• Identify and implement CX technologies (e.g. CRM, Customer feedback, tools) to streamline customer interactions.
• Work with the Operations Team strategic heads to develop and implement an AI strategy for the Operations Team and the broader company when applicable.
• Continuously evaluate and improve processes to ensure efficiency and customer satisfaction.

Team Collaboration and Leadership

• Work closely with product, sales, marketing, and support teams to align strategies and resolve customer issues effectively.
• Train and mentor teams on delivering exceptional customer experiences.

Customer Advocacy

• Champion the voice of the customer within the company in internal meetings and strategy sessions.
• Develop programs to foster customer loyalty, including feedback loops and recognition initiatives.

Process Improvement

• Design and implement streamlined processes for customer interactions, ensuring consistency and efficiency.
• Lead cross-functional projects to improve systems, tools, and communication channels.
• Ensure that cutting-edge and revolutionary technologies are properly assessed and considered for deployment into the Operations Team.

In order to be considered for this position, the following requirements must be met: 

• Bachelor’s degree in business, marketing, or a related field (or equivalent experience).
• Proven experience (5+ years) in customer experience, customer success, or a similar role.
• Expertise in CX tools and platforms, including CX or CRM systems and customer feedback tools (e.g., CRM platforms, survey tools, and analytics software).
• Strong analytical skills with the ability to interpret data and deliver actionable insights.
• Excellent communication, interpersonal, and leadership skills.
• Ability to manage multiple projects simultaneously and meet deadlines.

Preferred Skills: 

• Experience with CX methodologies such as Design Thinking, Human-Centrered Design and Voice of the Customer Programs.
• Customer satisfaction and experience scores (CSAT, CES, NPS).
• Improvements in customer retention and lifetime value (CLV).
• Successful execution of CX initiatives within set timelines and budgets.
• Reduction in churn rates and increased customer loyalty metrics
• Knowledge of industry trends and best practices in CX management.