Head of Customer Experience (CX)

Location: Dunkeld, Johannesburg

Employment Type: Permanent
Salary: R100,000 – R110,000 per month (CTC)
Reporting to: CEO

Lead the Future of Customer Experience

Are you a strategic Customer Experience leader who thrives on transforming organisations, driving commercial success, and delivering exceptional client outcomes?

Our client is looking for an experienced Head of Customer Experience (CX) to join their executive leadership team. This is a high-impact leadership opportunity where you'll shape the customer experience strategy, lead large transformation initiatives, and oversee a portfolio of key clients, projects, and cross-functional teams.

If you're equally comfortable in the boardroom, leading enterprise programmes, and building long-term client relationships, we'd love to hear from you.

About the Role

Reporting directly to the CEO, you'll be responsible for defining and executing the organisation's Customer Experience strategy while ensuring the successful delivery of customer-centric initiatives across the business.

You'll lead a multidisciplinary team of Project Managers, Business Analysts, CRM Specialists, and Customer Experience Leads, working closely with executive leadership, clients, technology partners, and vendors to create seamless customer journeys that drive measurable business value.

This is both a strategic and operational leadership role, combining commercial ownership, customer strategy, project governance, digital transformation, and executive stakeholder management.

Key Responsibilities

• Develop and execute the organisation's Customer Experience strategy aligned with business objectives.
• Champion a customer-centric culture across the organisation.
• Lead customer journey mapping and continuous experience optimisation initiatives.
• Manage a portfolio of customer experience and digital transformation projects from inception through delivery.
• Oversee project governance, resource planning, budgets, risk management, and performance reporting.
• Build and nurture executive-level client relationships while ensuring exceptional service delivery.
• Drive customer satisfaction, retention, loyalty, and long-term account growth.
• Use customer insights, analytics, and feedback to influence strategic decision-making.
• Collaborate closely with Sales, Marketing, Product, Operations, and Technology teams to deliver seamless customer experiences.
• Own portfolio revenue, profitability, forecasting, and commercial performance.
• Lead, mentor, and develop a high-performing Customer Experience team.

What You'll Bring

We're looking for a commercially focused leader with a passion for customer excellence.

You should have:

• Extensive leadership experience in Customer Experience, Customer Success, Professional Services, Consulting, or Digital Transformation.
• Proven experience leading enterprise-wide customer experience initiatives and strategic transformation programmes.
• Strong programme and portfolio management experience.
• Experience managing senior client and executive stakeholder relationships.
• Demonstrated commercial acumen, including responsibility for revenue, profitability, budgeting, and forecasting.
• Strong understanding of CRM platforms, customer journey mapping, customer analytics, and service delivery.
• Experience leading multidisciplinary teams and delivering cross-functional projects.
• Excellent communication, influencing, negotiation, and presentation skills.
• A data-driven mindset with the ability to translate customer insights into business improvements.

Desirable Experience

Experience within one or more of the following environments would be advantageous:

• Customer Experience (CX)
• Customer Success
• CRM Strategy
• Digital Transformation
• Consulting
• Professional Services
• Programme or Portfolio Management
• Agile Delivery
• Business Process Optimisation
• Change Management