Boardroom Appointments - Global Human and Talent Capital

Customer Experience Manager (CX/UX)

Boardroom Appointments - Global Human and Talent Capital  •  Cape Town, ZA (Onsite)  •  3 months ago
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Job Description

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.
Boardroom Appointments - Global Human and Talent Capital

About Boardroom Appointments - Global Human and Talent Capital

Boardroom Appointments is a global specialist in Recruitment, Contract Staffing, Project Staffing, Temporary Employment Solutions, Training, HR Consultancy and Expatriate Mobility that operates extensively in Africa, EMEA, America, and Europe.

We have been industry leaders since 1989. Our dynamic team of recruitment and labour professionals has serviced hundreds of clients and placed thousands of candidates in various industries across the globe. We have gained invaluable insight and experience into global market trends and human resource workings.

We have specialized divisions that enhance our ability to service all clients in the following industries:

- FMGC

- Finance, Banking and Insurance

- Manufacturing and Processing

- Oil and Gas, Mining, Engineering and Construction

- Medical, Pharmaceutical and Health Care

- Logistics and Supply Chain

- Information Technology, Media and Telecommunications

- Waste Management and Sanitation Services

- Renewable and Alternative Energy

- Retail and Commercial Property

- Agriculture and Production

- Government and Public Services

- Call Centre and Customer Support Services

Today, Boardroom Appointments has a global candidate database and network, servicing clients around the world with all their Human Capital needs.

This experience allows clients to rely on us FULLY for all their talent needs, both permanent and temporary, while they focus on their core business.

We custom design solutions to perfectly fit our client's recruitment needs and form long-lasting relationships based on quality service and flawlessly fulfilled deliverables.

Our team is comprised of passionate and driven individuals who strive to maintain the best and most professional service to our clients.

We are focused, passionate, and we love what we do.

Industry
Unknown
Company Size
51-200 employees
Headquarters
Bedfordview, ZA
Year Founded
1989
Website
boardroom.co.za
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