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Open nowFirst seen 3 days ago

Customer Experience Manager (CX/UX)

Boardroom Appointments3,354 open roles

Where
Cape Town, Western Cape, South Africa
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Your applicationOpen nowCustomer Experience Manager (CX/UX)Boardroom Appointments · Cape Town, Western Cape, South Africa

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Boardroom Appointments's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: first seen 3 days ago

The posting

Customer Experience Manager (CX/UX)

Job Objectives

  1. Omnichannel Strategy Development Assist in the design and implementation of the omnichannel strategy aligned with business goals and customer expectations. Integrate digital and physical customer touchpoints, including e-commerce, mobile app, in-store services, and customer support. Collaborate with stakeholders across teams (e.g., IT, Marketing, Operations) to align priorities and deliver unified experiences.
  2. Customer Journey Mapping & Optimization Develop and maintain detailed customer journey maps to identify pain points and improvement opportunities. Lead initiatives to streamline transitions between channels, ensuring a cohesive experience. Use data and insights to personalize customer journeys and increase engagement.
  3. UX/UI Design Collaboration Work closely with UX/UI teams to ensure all digital interfaces provide an intuitive and engaging experience. Conduct usability testing to validate design decisions and identify areas for improvement. Champion customer-centric design principles to ensure interfaces meet accessibility and inclusivity standards.
  4. Commercial Strategy & Revenue Models Collaborate with digital product teams to develop business cases for new initiatives, ensuring alignment with strategic goals. Design revenue models and pricing strategies for digital products and services, focusing on maximizing profitability. Identify opportunities to drive incremental revenue through digital channels, including upselling, cross-selling, and subscription models.
  5. Performance Monitoring & Analytics Define key performance indicators (KPIs) for omnichannel success (e.g., NPS, CSAT, channel performance, conversion rates). Analyse customer behavior and feedback to measure the impact of initiatives and recommend enhancements. Leverage analytics tools to monitor channel performance and ensure objectives are met.
  6. Innovation & Technology Integration Partner with IT and product teams to evaluate and implement new tools and technologies (e.g., CRM systems, AI chatbots, personalization platforms). Stay informed about emerging trends in omnichannel retail and customer experience to recommend innovative solutions.
  7. Team Collaboration & Leadership Work closely with digital product and marketing teams to ensure consistency in messaging and branding. Collaborate with in-store teams to ensure digital tools complement physical store interactions. Provide leadership in customer experience projects and mentor team members where applicable.

Minimum Requirements

Job-Related Knowledge

  • Understanding of customer journey mapping and digital product lifecycle management.
  • Knowledge of digital transformation practices.
  • Familiarity with e-commerce solutions within a retail environment.
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