Customer Experience Manager at Virgin Active South Africa

Job Summary:

• We are seeking a dynamic and experienced Customer Experience Manager to lead our customer service team and ensure an exceptional experience for all our customers.
• The ideal candidate will have a passion for delivering excellent customer service, a track record of managing and motivating teams, and a strong focus on continuous improvement.

Key Responsibilities:

• Develop and implement strategies to improve overall customer satisfaction and loyalty
• Lead and manage a team of customer service representatives, setting clear objectives and providing ongoing coaching and feedback
• Monitor and analyze customer feedback and data to identify trends and areas for improvement
• Collaborate with other teams, such as marketing and sales, to ensure a seamless customer experience across all touchpoints
• Implement and maintain customer service standards and policies
• Handle escalated customer issues and complaints in a timely and professional manner
• Conduct regular training sessions for the customer service team to enhance their skills and knowledge
• Stay up-to-date with industry trends and best practices in customer experience management

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field
• 5+ years of experience in customer service or customer experience management
• Proven track record of leading and motivating high-performing teams
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Experience with CRM systems and customer service tools
• Knowledge of relevant laws and regulations related to customer service and data privacy

Closing Date: 27 June 2025