Customer Experience Lead

Placements24; Queenstown; Hybrid; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Fully remote

Competitive salary

Benefits package

Performance-based incentives

Job summary

Placements24 is seeking a Customer Experience Lead to define and execute the customer journey across digital touchpoints in a fully remote setup. You will lead a remote team of customer service professionals, measure KPIs, and drive initiatives to improve satisfaction, loyalty, and retention across regions including South Africa’s Eastern Cape.

The ideal candidate has 5+ years in CX leadership, strong analytical skills, and deep CRM experience.

Qualifications

• 5+ years in customer service management with CX focus
• Experience leading remote teams
• Track record of customer-centric initiatives that boost loyalty
• Strong data analysis to derive actionable insights
• Excellent communication and problem solving abilities

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business goals
• Lead, mentor, and manage a remote team of customer service professionals
• Set up and track KPIs for customer satisfaction, response times, and resolutions
• Analyze feedback and metrics to identify trends and improvement areas
• Implement and optimize CS processes, tools, and technologies
• Advocate for customer needs across the organization and collaborate with other departments
• Create training programs to ensure consistent service quality
• Manage escalations with empathy and professionalism
• Stay updated on CX best practices and trends
• Contribute to brand reputation through outstanding customer interactions

Skills

CX strategy

Remote team leadership

Data analytics

CRM proficiency

Communication skills

Education

Bachelor's degree

Tools

CRM software

Job description

About the Role

Our client, a forward-thinking online retailer, is seeking an exceptional Customer Experience Lead to spearhead their customer service strategy and operations. This fully remote position is crucial for defining, implementing, and continuously improving the customer journey across all digital touchpoints. You will be responsible for leading a remote team of customer service representatives, analyzing customer feedback, and driving initiatives that enhance satisfaction, loyalty, and retention. The ideal candidate is passionate about customer advocacy, possesses strong leadership and analytical skills, and thrives in a remote-first environment. This role offers the unique opportunity to shape the customer experience for a growing online brand, with a strategic focus on its customer base across South Africa , including the Eastern Cape .

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Lead, mentor, and manage a remote team of customer service professionals, fostering a culture of exceptional service.
• Establish and monitor key performance indicators (KPIs) for customer satisfaction, response times, and resolution rates.
• Analyze customer feedback, survey data, and interaction metrics to identify trends and areas for improvement.
• Implement and optimize customer service processes, tools, and technologies to enhance efficiency and effectiveness.
• Champion customer needs and insights throughout the organization, collaborating with other departments to address customer pain points.
• Develop and deliver training programs for customer service staff to ensure consistent service quality.
• Manage customer escalations and resolve complex issues with empathy and professionalism.
• Stay abreast of industry best practices and emerging trends in customer experience management.
• Contribute to the overall brand reputation by ensuring outstanding customer interactions.

Requirements

• Minimum of 5 years of experience in customer service management, with a significant focus on customer experience strategy and implementation.
• Proven experience leading and managing remote teams.
• Demonstrated success in developing and executing customer-centric initiatives that drive loyalty and retention.
• Strong analytical skills with the ability to interpret customer data and derive actionable insights.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM systems and customer service software platforms.
• A passion for creating seamless and positive customer journeys.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced remote environment.
• Experience in the e-commerce or retail sector is highly advantageous.
• A bachelor's degree in a related field is preferred.

Benefits

This position is fully remote, offering significant flexibility and work-life balance. Our client provides a competitive salary, comprehensive benefits package, and performance-based incentives. You will have the opportunity to make a substantial impact on a growing brand and advance your career in the exciting field of customer experience. Join a company that values innovation, employee growth, and putting the customer first, supporting operations and customer relations across regions like the Eastern Cape .