Remote 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

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.