E-Commerce Customer Experience Lead

Placements24; Queenstown; On-site; NZD 60,000 - 98,000; Full time

Benefits offered by this job

Competitive salary

Professional development

Team-building events

Impactful work

Job summary

Placements24 is seeking an E-commerce Customer Experience Lead to help design and implement strategies that enhance every customer interaction. You will oversee support operations, mentor staff, and collaborate with marketing, sales, and product teams to ensure a consistent brand experience.

The role requires office presence in Queenstown and a strong background in e-commerce CX leadership, with English proficiency and a customer-centric mindset.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 4 years of experience in customer service, customer experience, or a related role, preferably in e-commerce.
• Proven experience in developing and implementing customer experience strategies.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM software and helpdesk platforms.
• Ability to analyze data and translate insights into actionable improvements.
• Leadership and team management experience is essential.
• Proficiency in English is required; knowledge of local languages is a plus.

Responsibilities

• Develop and implement strategies to enhance the overall customer experience across all e-commerce channels.
• Oversee customer support operations, ensuring timely and effective resolution of inquiries and issues.
• Analyze customer feedback and data to identify pain points and areas for improvement in the customer journey.
• Train and mentor customer service representatives, fostering a customer-centric culture.
• Develop and maintain customer service guidelines, scripts, and FAQs.
• Collaborate with marketing, sales, and product teams to ensure a consistent brand experience.
• Monitor key customer experience metrics (e.g., CSAT, NPS, response times) and report on performance.
• Implement initiatives to improve customer retention and loyalty.
• Stay informed about customer experience best practices and emerging trends in e-commerce.
• Manage customer service tools and technologies to optimize efficiency and effectiveness.

Skills

Leadership

Communication

Problem-solving

Analytical thinking

Customer service principles

Education

Bachelor's degree in Business Administration/Marketing/Communications or related field

Tools

CRM software

Helpdesk platforms

Job description

About the Role

Our client, a respected online retailer, is seeking a dedicated E-commerce Customer Experience Lead to join their team in Queenstown, Eastern Cape . This role is fundamental in ensuring every customer interaction with our brand is positive, seamless, and memorable. You will be responsible for designing and implementing strategies that enhance the overall customer journey across all touchpoints, from pre-purchase inquiries to post-purchase support. The ideal candidate possesses a deep understanding of customer service best practices, empathy, and a commitment to exceeding customer expectations. This is an excellent opportunity to lead customer experience initiatives for a growing e-commerce business and make a tangible difference in customer satisfaction. The role requires consistent presence in the Queenstown office to oversee operations and team management effectively.

Key Responsibilities

• Develop and implement strategies to enhance the overall customer experience across all e-commerce channels.
• Oversee customer support operations, ensuring timely and effective resolution of inquiries and issues.
• Analyze customer feedback and data to identify pain points and areas for improvement in the customer journey.
• Train and mentor customer service representatives, fostering a customer-centric culture.
• Develop and maintain customer service guidelines, scripts, and FAQs.
• Collaborate with marketing, sales, and product teams to ensure a consistent brand experience.
• Monitor key customer experience metrics (e.g., CSAT, NPS, response times) and report on performance.
• Implement initiatives to improve customer retention and loyalty.
• Stay informed about customer experience best practices and emerging trends in e-commerce.
• Manage customer service tools and technologies to optimize efficiency and effectiveness.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 4 years of experience in customer service, customer experience, or a related role, preferably in e-commerce.
• Proven experience in developing and implementing customer experience strategies.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with customer relationship management (CRM) software and helpdesk platforms.
• Ability to analyze data and translate insights into actionable improvements.
• Leadership and team management experience is essential.
• Proficiency in English is required; knowledge of local languages is a plus.
• Must be able to work from our Queenstown, Eastern Cape office.

Benefits

• Competitive annual salary based on qualifications and experience.
• Opportunity to lead and shape customer experience for a growing e-commerce brand.
• A supportive work environment in Queenstown, Eastern Cape .
• Professional development and training opportunities.
• Direct impact on customer satisfaction and business growth.
• Contribute to building a loyal customer base through exceptional service.
• Team-building events and a positive company culture.