| Job Title: | Customer Experience Manager (Call Centre) |
|---|---|
| Date: | Posted on 2025-08-26 |
| Location: | Durban, KwaZulu-Natal, South Africa |
| Company: | Mr Price Money |
Customer Experience Manager at Mr Price Money
Introduction
Are you ready to lead a high-performing call centre team while delivering an exceptional customer experience? Mr Price Money is hiring a Customer Experience Manager to take charge of its contact centre operations in Durban. This is a great opportunity for experienced call centre professionals to make a real difference by driving strategic service excellence and enhancing the overall customer journey.
About the Role
As the Customer Experience Manager, your mission is to lead the customer service strategy for Mr Price Money and ensure top-tier service delivery across all channels. You’ll manage the daily operations of the inbound call centre, focusing on improving performance, driving automation, and creating efficient workflows. In this leadership role, you’ll have full oversight of service-level targets, workforce management, process optimisation, and fraud prevention practices.
This role demands a strategic thinker who can balance operational efficiency with customer satisfaction. From resolving service issues and identifying trends to collaborating with Marketing and HR teams, your impact will be felt across the organisation.
Who Should Apply
This role is best suited for experienced leaders with a proven track record in managing large customer care teams. If you’re a proactive, data-driven, and people-focused professional with strong knowledge of service policies and regulatory compliance, Mr Price Money wants to hear from you.
You’re ideal for this position if you enjoy motivating teams, solving problems, and ensuring that customers always receive excellent support.
Skills & Requirements
- Matric / Grade 12 certificate
- A diploma in a relevant field (customer service, business management, etc.)
- Minimum of 5 years of leadership experience in a customer care call centre environment
- Solid experience in managing call centre operations and large teams
- Intermediate Microsoft Office skills (Excel, Word, Outlook)
- Knowledge of systems like FreshDesk or ZenDesk is an advantage
- Familiarity with labour laws, disciplinary processes, and workforce management
- Strong understanding of regulatory frameworks including CPA, POPIA, and NCA
- Excellent communication, leadership, and interpersonal skills
- Proven ability in change management, planning, and strategic decision-making
- Competence in analysing reports and improving operational processes
Benefits
Joining Mr Price Money means becoming part of a trusted South African brand that values integrity, performance, and growth. You’ll work with a team that is passionate about delivering quality service and making meaningful customer connections every day.
- Opportunity to lead a major business unit within the Mr Price Group
- Collaborative team culture and professional development support
- Stable on-site work in Durban with long-term career prospects
- Be part of a company that promotes continuous learning and innovation
How to Apply
Think you’re a good fit? To apply for the Customer Experience Manager position, visit the Mr Price careers portal. Search for the relevant job title, upload your updated CV, and follow the simple online application process. Make sure to highlight your leadership experience and knowledge of call centre operations in your application.
Closing
This is your chance to lead and grow with one of South Africa’s most recognised retail brands. If you’re a skilled communicator, strategic thinker, and passionate about delivering great service, don’t wait. Apply today and help shape the future of customer experience at Mr Price Money.
