Customer Experience Supervisor – Cape Town

About the role

You will act as the store’s Customer Experience (CX) advocate, ensuring CX standards and best practices are consistently upheld. Working closely with the CX Manager and Store Management Team, you will implement CX initiatives to deliver an exceptional experience for both customers and employees.

Key responsibilities

• Analyse customer segments and local market trends to support CX strategies.
• Oversee omnichannel services such as iPod, SINT and Click & Collect, ensuring efficient processes.
• Maintain expert knowledge of the company website and digital platforms to drive omnichannel sales.
• Develop, supervise and coach the Sales Assistant team to deliver CX standards.
• Support assisted selling on the sales floor and fitting rooms, using sales support applications.
• Analyse customer flow to optimise team deployment and improve the overall experience.
• Implement CX projects, roll out new initiatives and monitor KPIs for continuous improvement.
• Lead by example, demonstrating welcome, approach and mix‑&‑match behaviours while coaching the team.

Required profile

• Management experience in fashion retail with a strong customer‑experience focus.
• Passionate, curious, motivated and customer‑focused with a proactive attitude.
• Strong communication, coaching and leadership abilities.
• Ability to analyse customer insights and drive improvements.
• Fluent in English.