Customer Experience (CX) Manager: Cape Town

Introduction

(CX) Customer Experience Manager - V&A Store

As the CX Manager, you’ll take charge of shaping and executing the customer experience strategy in-store, ensuring we deliver an exceptional service for both our customers and our team members. You’ll lead customer experience-related company projects and monitor all CX KPIs, implementing actions to enhance performance. As the store’s CX ambassador, you’ll be the go-to reference for all things customer experience

Duties & Responsibilities

• Implement current CX projects, upcoming updates, and necessary adaptations to the store.

• Understand the customer profile in the store and tailor team energy and approach accordingly.

• Analyze customer data and develop training strategies to establish best practices.

• Increase customer satisfaction by ensuring every interaction meets company standards.

• Demonstrate a high level of Welcome, Approach, and Mix & Match energy while leading the team.

• Monitor customer data to plan Actions-Interactions that boost satisfaction.

• Promote the search for new potential customers within the team.

• Ensure the team understands and is up-to-date on their CX profile and leadership profiles.

• Build lasting relationships with customers and answer product-related questions.

• Promote integrated sales by proposing all available purchase options based on customer demand.

• Conduct in-depth CX store visits to ensure excellence in the customer experience

Desired Attributes

• Passionate, curious, motivated, dynamic, and eager to contribute something unique.

• Strong customer orientation with a love for fashion, and a desire to share this passion with both the team and customers.

• Highly sensitive to the experiences of those around you.

• Deep interest in the latest market trends.

• Skilled at approaching and influencing customers to drive store sales.

• Creative, proactive, and friendly, able to foster a positive atmosphere within the team.

• Strong knowledge and analytical skills regarding CX KPIs.

• Highly flexible, with excellent time and pressure management abilities.

• Experienced in developing others, CX training, and project management.

• Excellent communication, influencing, management, and leadership skills.

• Self-motivated, with the ability to motivate others and provide constructive feedback.

Minimum Requirements

• Fashion retail management experience.

• Previous customer experience.

• Experience with customer surveys, consumer behavior analysis, and customer analytics.

• CRM knowledge preferred.

• Team management experience preferred.

• Fluent in English.