Customer Experience Manager Job Vacancy in Port Shepstone, South Africa – Retail

Job Description

Position: Customer Experience Manager

Company: Pick n Pay Stores Ltd

Location: Port Shepstone, South Africa

Experience: 5-7 years in customer experience or retail management

Education: Bachelor’s degree in Business Administration, Marketing or related field

Employment Type: Full-time

Industry: Retail

Department: Customer Experience

Salary: SSP 350,000 – 500,000 per annum

Vacancies:1

Company Overview

Pick n Pay Stores Ltd is one of South Africa’s leading retail chains, operating over 1,200 stores nationwide and serving millions of customers each year. With a strong commitment to quality, affordability, and community development, Pick n Pay has built a reputation for delivering exceptional shopping experiences across urban and rural locations. The company invests heavily in technology, sustainability, and employee development, making it a top choice for professionals seeking long‑term career growth. As part of its expansion strategy, Pick n Pay is strengthening its presence in the KwaZulu‑Natal coastal region, and Port Shepstone offers a vibrant market with growing consumer demand. This role contributes directly to the company’s mission of creating value for customers, shareholders, and the broader South African community, aligning with the broader trend of South Africa Jobs that emphasize customer‑centric innovation.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of the in‑store and digital customer journey for the Port Shepstone store. Reporting to the Regional Operations Director, you will collaborate with merchandising, marketing, store operations, and IT teams to ensure a seamless, personalized experience that drives loyalty and sales. This position plays a pivotal role in shaping how the brand is perceived in the local market, directly influencing the success of the store and contributing to the broader objectives of Jobs in South Africa. For more information about Pick n Pay’s corporate culture and values, visit https://southafricajobsearch.com/.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy that aligns with corporate goals and local market dynamics.
• Analyze customer feedback, purchase data, and market trends to identify pain points and opportunities for improvement.
• Lead cross‑functional projects to enhance store layout, signage, staff training, and digital touchpoints such as mobile apps and self‑service kiosks.
• Monitor key performance indicators (KPIs) including Net Promoter Score (NPS), customer satisfaction (CSAT), and average transaction value.
• Collaborate with the marketing team to design targeted promotions and loyalty programs that resonate with the Port Shepstone community.
• Coach and mentor store staff on best practices for customer interaction, conflict resolution, and service excellence.
• Prepare regular reports for senior leadership, highlighting successes, challenges, and actionable recommendations.
• Ensure compliance with health, safety, and data protection regulations while delivering an outstanding experience.

Required Skills

• Strong analytical abilities with proficiency in data‑driven decision making.
• Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Proven project management experience, preferably using Agile or Lean methodologies.
• Deep understanding of retail operations, omnichannel strategies, and customer journey mapping.
• Creative problem‑solving mindset with a focus on continuous improvement.
• Ability to work independently and as part of a collaborative team in a fast‑paced environment.

Education

A Bachelor’s degree in Business Administration, Marketing, Retail Management, or a related discipline is required. Relevant certifications in Customer Experience Management, Project Management (PMP, PRINCE2) or Data Analytics are considered an advantage.

Experience

Candidates must have 5‑7 years of progressive experience in customer experience, retail management, or a similar role within a large‑scale retail environment. Experience in South African retail markets, especially in coastal or regional stores, will be highly valued.

Salary

The role offers a competitive salary range of SSP 350,000 to 500,000 per annum, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the total remuneration package.

Benefits

• Medical aid and life insurance coverage.
• Retirement savings plan with employer contributions.
• Employee discount across all Pick n Pay stores nationwide.
• Paid parental leave and annual leave exceeding statutory minimums.
• Transportation allowance for commuting to the Port Shepstone store.

Training

• Comprehensive onboarding program covering company culture, systems, and customer experience standards.
• Access to Pick n Pay Academy for continuous learning in leadership, digital retail, and analytics.
• Mentorship opportunities with senior regional leaders.
• Regular workshops on emerging retail technologies and customer service excellence.

Working Environment

The Port Shepstone store operates in a modern retail setting with state‑of‑the‑art facilities, a supportive team culture, and a strong emphasis on safety and inclusivity. Employees enjoy a collaborative atmosphere where ideas are welcomed, and achievements are celebrated. The role involves occasional travel within the KwaZulu‑Natal region for training and project implementation.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the Pick n Pay Careers portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for a virtual interview followed by an on‑site assessment at the Port Shepstone location.

Equal Opportunity Statement

Pick n Pay Stores Ltd is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, age, disability, sexual orientation, religion, or any other characteristic protected by law. Our hiring practices reflect our dedication to fairness and the belief that a diverse workforce drives innovation and success in South Africa.