Customer Experience Manager

Role Overview

Food Focus SA is looking to appoint a Customer Experience Manager dedicated to enhancing the comprehensive journey of customers, elevating satisfaction levels, and cultivating enduring loyalty. This role requires the development and execution of customer experience strategies informed by customer insights and close coordination with various departments including customer service, sales, marketing, product, operations, and technology to consistently improve service delivery and interaction quality.

Key Responsibilities

• Formulate and implement strategic plans that advance customer experience objectives in line with overall business goals.
• Map and refine the full customer journey across multiple platforms and touchpoints.
• Track and evaluate customer satisfaction indicators such as CSAT, NPS, and CES.
• Interpret customer feedback, behavioral data, and complaints to uncover areas for service enhancements.
• Work collaboratively with cross-functional teams to optimize service processes and outcomes.
• Develop and launch initiatives to boost customer engagement, retention, and brand loyalty.
• Set standards and guidelines for customer experience policies and best practices.
• Lead projects and digital transformation efforts aimed at improving the customer experience.
• Create and manage dashboards and reports to monitor performance in customer experience metrics.
• Guarantee uniformity in customer communication and brand representation across all interactions.
• Identify underlying causes of customer concerns and implement corrective measures.
• Support staff training aimed at fostering a customer-first approach throughout the company.
• Maintain strong relationships with both internal departments and external partners.
• Stay informed about industry developments and suggest innovative solutions to enhance customer experience.
• Drive ongoing advancements through the application of data insights and customer feedback.

Qualifications and Skills

• A bachelor's degree in Business Administration, Marketing, Communications, Customer Service, Hospitality, or a related discipline is required.
• Comprehensive understanding of customer experience principles, journey mapping, and service quality.
• Hands-on experience with CRM systems and customer feedback tools.
• Knowledge of customer analytics including Voice of Customer (VoC) frameworks and service improvement techniques.
• Strong analytical thinking and problem-solving capabilities.
• Excellent communication, presentation, and stakeholder management skills.
• Familiarity with customer satisfaction measurement tools such as CSAT, NPS, and CES.
• Understanding of process optimization, change management, and digital experience strategies.
• Proven project management and organizational skills.
• Leadership experience in guiding cross-functional teams and facilitating organizational transformation.
• A customer-centric mindset with strong interpersonal abilities.
• Meticulous attention to detail and dedication to continuous process improvements.
• Ability to manage competing priorities efficiently in a dynamic work setting.
• A strong commitment to creating outstanding customer experiences.