Purpose of Role:

The purpose of the Head of Customer Experience role is to champion the continuous enhancement of our customers’ interactions with our brand, products, and services. By understanding our customers’ experiences and identifying opportunities for improvement, this role aims to ensure that we remain relevant to our customers and influential in our markets. 

Please note: the position is based in Cape Town

Key Responsibilities and Duties 

  • Utilize data analytics tools and customer feedback to derive insights and make informed decisions regarding customer experience strategies and enhancements. 
  • Establish and manage Voice of the Customer (VoC) programs to systematically gather customer feedback, sentiment, and preferences, and leverage this information to drive improvements. 
  • Ensure consistency and seamlessness across all customer touchpoints, including the website, app, social media, and physical locations, to deliver a cohesive omnichannel experience. 
  • Act as a vocal advocate for the customer within the company, championing their needs and priorities across all departments and fostering a customer-centric culture. 
  • Understand our customers’ experiences and identify ways to continuously improve and remain relevant to our customers, thereby influencing markets. 
  • Create a customer journey map to pinpoint key touchpoints and pain points in the customer experience. 
  • Lead the Marketing team in developing and implementing market-appropriate strategies to enhance customer retention and loyalty, encompassing loyalty programs, targeted marketing campaigns, and proactive outreach initiatives. 
  • Drive process changes across all customer touchpoints in various departments, such as the contact center, and operations department. 
  • Analyze the current customer lifecycle and touchpoint interactions, and map customer processes at all touchpoints across all brands. 
  • Make recommendations, based on insights gained, to enhance the customer experience throughout the customer lifecycle. 
  • Lead the Product Training team to align the internal customer experience with resellers and partners who interface with customers on behalf of Shop2Shop. 
  • Lead the Customer Care team in improving Customer Satisfaction, average response time, average resolution time, and other Customer Metrics. 
  • Cultivate a customer-centric culture by engaging and empowering employees at all levels to prioritize customer satisfaction and embody the company’s values and brand promise. 
  • Foster a supportive and inclusive work environment where team members feel empowered to share ideas, take risks, and contribute to the team’s success and Shop2Shop. 
  • Collaborate and leverage the skills of other teams such as Tech, Decision Analytics, and Operations to achieve your team objectives. 

Core Competencies:

  • Ability to lead with a relentless focus on customer satisfaction, driving a customer-centric culture throughout the company. 
  • Capacity to develop and communicate a clear vision for the customer experience strategy aligned with the company’s goals and objectives. 
  • Proficiency in utilizing data analytics tools and customer feedback to derive actionable insights and drive informed decision-making. 
  • Strong problem-solving skills to identify and address customer pain points and challenges, driving continuous improvement in the customer experience. 

Qualifications and Experience Required: 

  • A bachelor’s degree in business administration, Marketing, or Customer Experience Management 
  • Experience in optimizing call center functions. 
  • Experience operating in the informal economy. 
  • Certification in project management, such as Project Management Professional (PMP) or Certified ScrumMaster (CSM) will be advantageous. 
  • Ability to analyze and optimize customer-facing processes across various departments to enhance efficiency and effectiveness. 
  • Demonstrated experience in customer experience leadership roles, with a track record of driving customer satisfaction and loyalty. 
  • Experience developing and implementing customer experience strategies aligned with company goals and objectives. 
  • Track record of successfully leading company change initiatives to drive customer-centricity and improve the customer experience. 
  • Experience engaging and influencing stakeholders at all levels of the company to gain support for customer experience initiatives. 
  • Background in customer service and support functions, with a focus on delivering exceptional customer service and resolving customer issues effectively. 

Send applications to [email protected]