Customer Experience Manager (CX/UX)

Customer Experience Manager (CX/UX)

Introduction
We are looking to employ a Customer Experience Manager for an exciting opportunity within the Omni Channel division of Clicks Retailers. This role will be based at Clicks Head Office, Woodstock, Cape Town and will report to the Head of Omni Channel.

Minimum requirements
Job related knowledge
Understanding of customer journey mapping and Digital Product Lifecycle Management
Knowledge of digital transformation
Knowledge of E-Comm solutions in a Retail environment

Job related skills
Technical Skills
Digital Strategy
Proficiency in data analytics tools (e.g., Google Analytics, Tableau, or Power BI)
Familiarity with UX/UI design tools (e.g., Figma, Sketch, or Adobe XD)
Strong digital technology skills across systems, software development and project management.

Soft Skills
Strong leadership and Stakeholder Management skills
Analytical and data-driven decision-making
Exceptional communication and presentation abilities
Customer-centric mindset with a passion for innovation

Job Experience
5 years of experience in Digital Transformation, User Experience, UX/UI design, or Product Management roles, preferably in Retail or FMCG
Proven track record of implementing successful Digital strategies and improving customer satisfaction
Demonstrated expertise in creating business cases and financial models for Digital Products
Hands-on experience with CRM, customer analytics tools, and e-Commerce Platforms

Education
Bachelors degree in Marketing, Information management Business, Digital Strategy, Finance, or a related field.

Essential Competencies
Deciding and Initiating Action
Leading and Supervising
Persuading and Influencing
Presenting and Communicating Information
Applying Expertise and Technology
Creating and Innovation
Formulating Strategies and Concepts
Planning and Organising
Adapting and Responding to Change

Job Purpose
The role is responsible for leading the strategic implementation of digital technologies to enhance operational efficiency, customer experience (CX), and user experience (UX) which includes identifying and integrating innovative digital tools and platforms that streamline internal processes, optimize the customer journey, and ensure seamless omnichannel interactions across retail, healthcare services, and loyalty programs.

By collaborating with cross-functional teams including IT, marketing, pharmacy, and customer service, the role helps design and deliver intuitive, data-driven experiences that align with evolving customer expectations. This ensures that digital initiatives not only meet business goals but also foster loyalty and satisfaction by creating consistent, user-friendly interfaces and personalized engagements across all service areas.

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, such as NPS, CSAT, channel performance monitoring and conversion rates.
Analyse customer behaviour 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, and personalization platforms).
Stay informed about emerging trends in omnichannel retail and customer experience to recommend innovative solutions.

7. Team Collaboration & Leadership
Work closely with the 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.