Customer Experience Manager (Remote)

Placements24; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Remote work

Health insurance

Retirement contributions

Generous vacation

Professional growth opportunities

Job summary

Placements24 is seeking a Customer Experience Manager to design and lead initiatives that enhance the end-to-end customer journey across digital and physical touchpoints. This fully remote role supports nationwide customers while maintaining a strategic link to our East London, Eastern Cape operations.

You will map journeys, define CX metrics (NPS, CSAT, CES), mentor a remote team, and collaborate with Marketing, Sales, Product and Operations to elevate customer satisfaction and loyalty across

Qualifications

• Bachelor's degree in Marketing, Business, or related field.
• Master's degree is a plus.
• Proven experience in CX leadership within retail is preferred.
• Strong knowledge of CX principles and metrics.

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business goals.
• Map and analyze the customer journey to identify pain points.
• Implement strategies to enhance satisfaction, loyalty, and retention.
• Mentor a remote team of customer service professionals.
• Define and track CX metrics (NPS, CSAT, CES).
• Collaborate with marketing, sales, product, and operations to ensure a seamless experience.
• Oversee customer feedback channels and act on insights.
• Lead customer service training programs.
• Foster a customer-centric culture across the organization.
• Support East London, Eastern Cape operations conceptually.

Skills

CX strategy

Leadership

Journey mapping

Data analysis

CRM systems

Remote team management

Stakeholder collaboration

Education

Bachelor's degree

Master's degree

Tools

CRM systems

Analytics platforms

Customer feedback tools

Job description

About the Role

Our client, a leader in the direct-to-consumer retail market, is seeking a highly motivated and strategic Customer Experience Manager to join their fully remote team. This role will be responsible for designing, implementing, and managing initiatives that enhance the overall customer journey and satisfaction across all digital and physical touchpoints. While the role is remote, the strategic focus will be on optimizing experiences for customers nationwide, with a conceptual link to operations based out of East London, Eastern Cape . The ideal candidate will have a deep understanding of customer journey mapping, CX metrics, and a passion for building loyal customer relationships. This is a key leadership position driving customer-centricity within the organization.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business goals.
• Map and analyze the customer journey, identifying pain points and opportunities for improvement.
• Implement strategies to enhance customer satisfaction, loyalty and retention.
• Manage and mentor a remote team of customer service professionals and specialists.
• Define and track key customer experience metrics (e.g., NPS, CSAT, CES).
• Collaborate with marketing, sales, product, and operations teams to ensure a seamless customer experience.
• Oversee customer feedback channels (surveys, reviews, social media) and drive action based on insights.
• Develop and deliver customer service training programs for staff.
• Champion a customer-centric culture throughout the organization.
• Ensure exceptional service delivery that aligns with the brand promise, conceptually supporting operations from East London, Eastern Cape .

Requirements

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Master's degree is a plus.
• Proven experience in customer experience management, customer service leadership, or a related role, preferably in retail.
• Demonstrated success in developing and implementing customer experience strategies.
• Strong understanding of CX principles, journey mapping, and relevant metrics.
• Excellent leadership, communication, and interpersonal skills.
• Experience managing remote teams is essential.
• Proficiency in CRM systems, customer feedback tools, and analytics platforms.
• Ability to analyze data and translate insights into actionable strategies.
• Creative thinking and problem-solving abilities.
• Commitment to delivering outstanding customer experiences.
• Must be able to work effectively in a fully remote environment, contributing to our national reach originating from East London, Eastern Cape .

Benefits

• This position offers a highly competitive salary and the flexibility of a fully remote work environment.
• Our client provides a comprehensive benefits package, including health insurance, retirement contributions, and generous vacation time.
• Opportunities for continuous learning and professional growth are extensive.
• Join a dynamic team that values innovation, collaboration, and putting the customer first, with a strategic link to our operations in East London, Eastern Cape .