Customer Experience Manager

About the position

Key Responsibilities



Strategic Leadership & Governance

• Oversee regional and business-specific customer service operations, ensuring consistent application of service standards, SOPs, and escalation processes.
  
  
• Define, monitor, and report on Key Performance Indicators (KPIs) for each line of business (Online, In-Store, Loyalty, VAS, and Contact Centre).
  
  
• Establish governance frameworks for service quality, performance measurement, and compliance.
  
  
• Lead and coach Regional Customer Service Managers to drive consistent outcomes and national alignment.
  
  

Customer Service Roadmap & Product Collaboration

• Collaborate with Product, Digital, and Technology teams to drive the Customer Service Roadmap and ensure service capabilities evolve alongside business and product innovations.
  
  
• Define service readiness plans for product releases, system enhancements, and new feature rollouts.
  
  
• Ensure customer service insights inform the product lifecycle to improve functionality, reduce defects, and elevate customer satisfaction.
  
  

Operational Excellence

• Design and implement scalable, data-driven processes to manage contact volumes efficiently in a high-demand retail environment.
  
  
• Drive end-to-end resolution across stores, logistics, contact centres, and online operations.
  
  
• Monitor KPIs such as FCR, CSAT, NPS, AHT, Complaint-to-Order Ratio, and Escalation Rates to drive performance improvements.
  
  
• Lead root-cause analysis initiatives to eliminate recurring service issues and operational inefficiencies.
  
  

Customer Experience & Brand Protection

• Promote a customer-first culture across all business units.
  
  
• Oversee high-impact escalations (regulatory bodies, industry associations, social media, and executive complaints) to ensure timely, empathetic, and compliant resolutions.
  
  
• Partner with Marketing, Store Operations, and PR to manage brand reputation and risk.
  
  
• Implement national service recovery frameworks and feedback loops to support continuous improvement.
  
  

Vendor & Partner Support

• Support external BPO partners and technology providers to ensure service consistency, scalability, and cost efficiency.
  
  

Data, Analytics & Reporting

• Use data insights to identify service trends, pain points, and improvement opportunities across relevant business lines.
  
  

Team Development & Leadership

• Build, mentor, and lead a high-performing team of Regional Customer Service Managers and Specialists.
  
  
• Foster a culture of accountability, collaboration, innovation, and continuous learning.
  
  

Key Interfaces

• Head of Customer Service
  
  
• Product & Digital Teams
  
  
• Regional Customer Service Managers / Specialists
  
  
• Contact Centre Leadership (Internal & Outsourced)
  
  
• Store Operations, Franchise Support, Logistics, Online Operations
  
  
• Marketing, PR, Corporate Affairs
  
  
• IT and Data Analytics Teams
  
  

Desired Skills:

• Customer experience Manager
• Customer Experience Specialist
• Customer Support Specialist

Desired Qualification Level:

• Diploma