Remote CX Strategy Lead - Customer Loyalty & Experience

Placements24; Greater London; Hybrid; GBP 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Remote work

Health insurance

Retirement contributions

Generous vacation

Professional growth opportunities

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

CX strategy

Leadership

Journey mapping

Data analysis

CRM systems

Remote team management

Stakeholder collaboration

Ausbildung

Bachelor's degree

Master's degree

Tools

CRM systems

Analytics platforms

Customer feedback tools

Jobbeschreibung

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