Overview
Customer Experience Manager Jobs in City of Johannesburg, Gauteng, South Africa at Pillangó Placements
Title: Customer Experience Manager
Company: Pillangó Placements
Location: City of Johannesburg, Gauteng, South Africa
If you’re energised by the idea of reshaping the healthcare journey for both providers and patients, this opportunity may be your next step.
We’re looking for a Client Experience Operations Manager to help shape and optimise the end-to-end client journey for our values-driven healthtech client. This role will focus on driving service delivery, client onboarding, and continuous improvement across key operational touchpoints.
Key Responsibilities
Lead Client Onboarding and Client Service Teams
Client Journey Mapping & Process Documentation
Streamline & Optimise Client Operations
Technology & Systems Alignment
Develop & Implement SOPs
Monitor & Manage Key CX Metrics
Drive Client Retention & Satisfaction
Client Issue Resolution & Backlog Management
Client Feedback & Improvement Loops
Cross-functional Collaboration
Team Leadership
Qualifications & Experience
A National Senior Certificate is essential, with a tertiary qualification in Business, Finance, IT, or a related field seen as advantageous. The ideal candidate has over 5 years’ experience in CX process improvement, with at least 3 years in healthcare or IT client service, project delivery, and leading teams.
Technical Competence
Proficiency in CRM platforms (e.g. Salesforce), customer feedback tools, analytics software
Strong understanding of CX metrics (e.g. NPS, CSAT) and journey mapping
Proficient in developing SOPs, setting and tracking performance targets, and leveraging AI-driven tools and digital solutions to enhance communication, automation, and client experience.
Behavioural Competence
Demonstrates purpose-driven leadership rooted in company values, combining structured execution, collaborative decision-making, and client-centred problem-solving with empathy, resilience, and a growth mindset in dynamic environments.
(This job advert is a summary of a full job description provided by the client. Further details can be shared upon shortlisting).
The proposed salary for the role is around R1,1m per annum, but the option remains with the client to offer any market related salary considering the candidate’s qualifications, skills, and experience.
Please apply online in the link provided. We do not consider CVs via Whatsapp or email.