Customer Experience Manager

**Customer Experience Manager** Takkleberry \| Gardens, Cape Town \| Full\-time, in\-office Takkleberry is a proudly South African lingerie and sleepwear brand, making beautiful everyday pieces by hand in our Cape Town studio \& flagship store. We’re a growing business with an incredibly loyal customer base, and one thing we’re particularly proud of is our exceptional customer service. Our hundreds of glowing customer reviews are testament to something we believe wholeheartedly: *extraordinary customer service comes from genuinely caring about people.* We’re looking for someone exceptional to take ownership of this very important part of our business and continue the standard of service our customers have come to know and love. **About the Role** We’re looking for an experienced, warm, highly organised and exceptionally dependable Customer Experience Manager to take ownership of the Takkleberry online and in\-store customer experience. This is a varied, hands\-on role combining outstanding customer service, strong organisational and managerial skills, and in\-store sales. You’ll spend most of your time managing customer relationships and communication, with a portion of your time dedicated to providing an exceptional in\-store shopping experience. We’re looking for someone who takes initiative, makes sound decisions, follows through and takes genuine pride in doing things exceptionally well. Someone who has a passion for making women feel comfortable and confident. **Key Responsibilities** Customer Service \& Experience Ensuring every customer enjoys the same exceptionally memorable Takkleberry experience, whether shopping online or in person: * Managing customer communication across email, WhatsApp and phone. * Providing thoughtful product recommendations, sizing and fit advice. * Handling customer queries, exchanges, returns and complaints with warmth and professionalism. * Building genuine relationships with our customers and ensuring every interaction reflects the Takkleberry brand. * Welcoming and assisting customers in our Gardens store and providing personalised fittings, styling advice and product recommendations. * Going above and beyond to turn everyday interactions into memorable customer experiences. * Proactively following up on customer queries and ensuring nothing falls through the cracks. * Maintaining organised customer records and excellent administrative systems. * Identifying and implementing opportunities to improve customer service processes and systems. * Taking full ownership of the customer service function and ensuring consistently exceptional standards. **What We’re Looking For** * 5\+ years’ experience in customer service, retail or a similar customer\-facing role, ideally including supervisory or managerial responsibilities. * Excellent written and spoken English and Afrikaans. * Exceptional communication and interpersonal skills and a warm, bubbly nature. * Strong organisational, administrative and time\-management abilities. * Demonstrated reliability, accountability and meticulous attention to detail. * Confidence to make decisions, solve problems and work independently. * A proactive, resourceful approach and a genuine sense of ownership. * Experience with Shopify or e\-commerce would be advantageous. * A passion for making women feel comfortable and confident. **But most importantly…** *We’re looking for an exceptional human!* *Someone who genuinely loves people, goes above and beyond without being asked, and takes enormous pride in their work. Someone warm, kind, patient and thoughtful, but also capable, dependable and exceptionally good at getting things done.* *A doer who doesn’t need constant supervision, but who sees what's needed, takes responsibility and follows through. We’re a small, close\-knit team, and we value people who bring both heart and competence to their work.* **To Apply** Please email your CV and a short cover letter telling us why you’d be a wonderful fit for Takkleberry to **hello@takkleberry.co.za.** *We encourage you to include a short (30\-second) video introducing yourself and telling us why you’d be great for this role. Nothing fancy or professionally produced. Just you being you!* We can’t wait to hear from you! 💗