Customer Experience Consultant, Johannesburg

INTRODUCTION

The customer experience consultant will play an integral role in ensuring a consistent, high-quality customer experience across six stores operated by jump street investments nationwide.

The role focuses on improving customer satisfaction, driving store revenue growth, optimizing birthday party packages, managing promotions, conducting store inspections, and supporting sales performance. The position also plays a key role in training and developing front-end staff and ensuring operational staff meet required safety and service standards.

Monitor operations, identify opportunities for improvement, and work closely with store teams to enhance customer experience and operational performance.

KEY RESPONSIBILITIES

• Customer experience & satisfaction
• Monitor and evaluate the overall customer experience across all stores.
• Implement and maintain high customer service standards to ensure a consistent and enjoyable experience.
• Review customer feedback, complaints, and online reviews and develop action plans to address concerns.
• Work with store managers and staff to continuously improve service delivery and client satisfaction.

REVENUE GROWTH & SALES PERFORMANCE

• Support strategies that drive growth in store revenue and profitability.
• Monitor store sales performance and identify opportunities to increase revenue through improved customer engagement and sales processes.

BIRTHDAY PARTY PACKAGES & EVENTS

• Oversee the structure, pricing, and execution of birthday party packages.
• Ensure party hosts and staff deliver memorable and well-organized party experiences.
• Identify opportunities to improve packages and increase bookings.
• Monitor party execution standards across all locations.

PROMOTIONS & MARKETING IMPLEMENTATION

• Ensure all promotions and campaigns are correctly implemented across stores.
• Monitor the effectiveness of promotions and recommend improvements where necessary.
• Work with store teams to maximize the impact of marketing campaigns and special offers.

STORE INSPECTIONS & OPERATIONAL STANDARDS

• Conduct regular inspections of all stores to ensure cleanliness, safety, and operational standards are maintained.
• Assess customer flow, facility presentation, equipment condition, and brand consistency.
• Compile inspection reports with recommendations and follow-up actions.
• Ensure stores maintain a professional and welcoming environment for customers.

STAFF TRAINING & DEVELOPMENT

• Train and support front-end staff in delivering excellent customer service and positive customer interactions
• Assist store managers in developing strong, customer-focused teams
• Ensure floor staff are properly trained to supervise activities and interact with customers safely and professionally
• Provide guidance and coaching to improve team performance and customer engagement.

SAFETY, FIRST AID & WATER FACILITY COMPLIANCE

• Ensure staff are adequately trained in first aid and emergency procedures
• Monitor and support water safety training and compliance for stores that have water-based facilities
• Ensure floor staff supervising activities are properly trained to maintain safe play environments.

KEY PERFORMANCE INDICATORS

• Customer satisfaction scores and feedback ratings
• Growth in store revenue and overall sales performance
• Increase in birthday party bookings and event revenue
• Promotion performance and campaign results
• Store inspection compliance and operational standards
• Staff training completion and safety compliance levels