Overview
Customer Experience Manager Jobs in Gauteng, South Africa at Merchants
Title: Customer Experience Manager
Company: Merchants
Location: Gauteng, South Africa
Customer Experience (CX) Manager | BPO / Contact Centre
We’re looking for a results-driven CX Manager to lead Training, Quality Assurance, and Customer Experience delivery in a fast-paced BPO environment.
This role focuses on driving CX excellence through data, insights, and continuous improvement, partnering closely with Operations and Clients.
What You’ll Do
- Lead training delivery (product, process, behavioural) across the operation
- Drive quality improvement using QA, CSAT & NPS insights
- Conduct Training Needs Analysis (TNA) and implement targeted interventions
- Analyse CX data to identify trends, gaps, and opportunities
- Manage calibrations, QA frameworks, and compliance standards
- Present CX insights & performance reports to stakeholders
- Handle escalations, complaints, and CX risk management
- Lead and develop a team of Trainers & QA Analysts
What We’re Looking For
- 4+ years’ experience in CX within a BPO / Contact Centre
- Strong experience in Training & Quality Assurance
- Solid understanding of CSAT, NPS, QA & SLA metrics
- Proven ability to manage teams and stakeholders
Key Skills
- Analytical & problem-solving mindset
- Strong stakeholder engagement
- Planning & organisational skills
- Influencing & collaboration
Why Join Us
- High-impact role shaping CX strategy
- Work with senior stakeholders & clients
- Culture focused on innovation & continuous improvement
