Customer Experience Manager

The person who owns the system of customer service, not the person answering emails all day. Someone who makes sure

the experience is consistent whether a customer walks into retail, DMs on Instagram, or emails support.

This is not a traditional customer service representative role, but rather a coordination and leadership role responsible for improving how customer service operates across the business

This role should own the “Voice of the Customer.” Not just service. They become the internal advocate for the customer inside the business.

Core Purpose

Ensure a consistent, high-quality customer experience across all customer touchpoints (Retail, Social Media, and

Customer Support) by setting standards, training teams, managing systems, and monitoring performance.

Customer Experience Strategy

Own the overall approach to customer experience across the brand.

Responsibilities

• Define the Customer Service philosophy & tone
• Establish service standards across all channels
• Create response time expectations
• Align CS with brand values and tone of voice
• Identify friction points in the customer journey
• Ensure customers receive the same level of service everywhere

Example deliverables

• Customer Service Playbook
• Tone of Voice guide for customer interactions
• Escalation policies

Cross-Channel Coordination

Ensure Retail, Social Media, and Customer Support work as one system.

Responsibilities

• Align messaging across all customer touchpoints
• Create clear handover protocols between teams
• Manage who answers what
• Ensure customer history is visible across channels
• Monitor conversation quality

Example

• Instagram DM → Retail question → Retail staff trained to answer
• Retail complaint → logged into CS system → tracked

Training & Enablement

Because retail and social teams aren’t CS specialists, this role builds capability.

Responsibilities

• Train teams on customer service best practices
• Provide scripts, response templates and FAQs
• Coach teams on handling difficult customers
• Create knowledge bases for quick answers
• Run refresh training when new products launch

Example

• “How to respond to sizing questions”
• “How to handle refund frustration”

Systems & Process Management

Own the infrastructure behind customer service.

Responsibilities

• Manage customer service platforms (email, CRM, helpdesk)
• Create ticketing and tracking systems
• Maintain FAQ libraries
• Implement automation where helpful
• Ensure no customer queries fall through the cracks

Example tools

• Zendesk / Gorgias / Freshdesk
• Shared response libraries
• Customer tagging system

Quality Control

Monitor customer experience consistency.

Responsibilities

• Review responses across teams
• Identify common mistakes
• Provide feedback to teams
• Track customer satisfaction
• Spot trends in complaints

Metrics

• Response times
• Resolution time
• Customer satisfaction score
• Repeat issues

Insights & Feedback Loop

Turn customer conversations into business intelligence.

Responsibilities

• Report common customer issues
• Identify product feedback patterns
• Share insights with product, marketing and retail
• Flag operational problems quickly

Example insights

• “Sizing confusion on new leggings”
• “Delivery delays causing complaints”
• “High return rate on X product”

Escalations & Problem Resolution

Own the tricky situations.

Responsibilities

• Handle escalated complaints
• Manage refunds / goodwill gestures.
• Protect brand reputation
• Resolve high-value customer issues

Simple Org Structure Example

Customer Service Manager

• Customer Support Team (Email / Helpdesk)
• Social Media Team (DMs & comments)
• Retail Staff (In-store customer interactions)
• The CS Manager ensures all three operate under the same standards.

Success Looks Like

• Customers receive consistent answers everywhere
• Faster response times
• Fewer escalations
• Retail and social teams confidently handling customer queries
• Leadership getting real customer insights

Additional Information

The position is full time (08:30 – 17:00)

Start Date: ASAP

Offices are based in Woodstock, Cape Town / moving to Milnerton soon.

Selected candidates will be emailed or called. If you have not heard back within 14 days of applying, please deem your application as unsuccessful.

We are super excited to hear from you and welcome our next member to the team!