The Customer Experience Manager is responsible for leading the customer service strategy across the business, ensuring exceptional service delivery and a seamless customer experience. This includes managing contact centre operations, driving performance against KPIs, and overseeing processes related to fraud prevention, reporting, automation, and workforce management.

Matric / Grade 12Diploma in a relevant field Minimum of 5 years in a leadership role within a customer care call centreProficient in Microsoft Office (Intermediate level)Experience with call centre systems, FreshDesk or ZenDesk (advantage) 

Knowledge & Competencies:

Understanding of basic labour laws and disciplinary proceduresFamiliarity with financial and regulatory frameworks, including CPA, POPIA, and NCAStrong leadership, communication, and interpersonal skills.Proven ability in change management, strategic planning, and conflict resolutionExperience in stakeholder management and workforce planning.Proficiency in analysing data, documenting processes, and driving operational excellence.

Mr Price Group Limited is an equal opportunity employer and is committed to Employment Equity.

 

Lead and manage inbound contact centre operations to meet service level targets and customer satisfaction goals.Develop and maintain reporting frameworks to monitor performance and identify improvement opportunities.Continuously review and enhance operational processes to improve efficiency and service quality.Ensure budget compliance and resource availability to support service delivery.Implement strategies to improve productivity, profitability, and customer experience.Monitor call queues and ensure optimal workforce management.Resolve customer service issues and identify trends to inform strategic decisions.Communicate performance insights and updates to internal stakeholders and external partners.Collaborate with Marketing to align customer service with brand strategy.Ensure compliance with service policies, SLAs, and regulatory requirements (e.g., CPA, POPIA).Support recruitment, training, and development of a high-performing, engaged team.Partner with HR to manage performance and conduct issues effectively.Promote company values and foster a culture of continuous learning and improvement.