Retail CX Strategy Lead: Loyalty & Insights

Placements24; Queenstown; Hybrid; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Medical and retirement benefits

Employee discount

Professional development opportunities

Dynamic, customer-focused environment

Job summary

Placements24 is seeking a Customer Experience Manager in Queenstown to lead CX strategy and drive improvements across the customer journey. You will gather feedback, analyze data, and partner with marketing, sales, and operations to deliver a consistent and exceptional experience.

The role requires strong CX and service-design knowledge, training delivery ability, and a passion for customer advocacy. A degree in Marketing or Business is preferred and B2B/B2C experience is valued.

Qualifications

• Bachelor's degree in Marketing, Business, or a related field.
• Strong understanding of customer experience concepts and best practices.
• Experience with journey mapping, service design, and data-driven insights.

Responsibilities

• Develop and implement a customer experience strategy aligned with objectives.
• Map the customer journey and identify key touchpoints for improvement.
• Set up feedback mechanisms and analyze data to drive improvements.
• Collaborate with marketing, sales, and operations to ensure a consistent experience.
• Design and deliver frontline training on customer service.
• Monitor metrics (NPS, CSAT) and report to leadership.
• Lead customer-centric initiatives and foster a service-focused culture.
• Resolve complex issues and manage escalations to protect relationships.
• Stay updated on CX trends and best practices in retail.
• Manage budgets for CX initiatives.

Skills

Customer experience

Customer service

Journey mapping

Service design

Feedback methodologies

Analytical skills

Communication

Influencing

Change management

Training programs

CRM systems

Education

Bachelor's degree in Marketing or Business

Tools

CRM systems

Feedback platforms

Job description

Placements24 is seeking a Customer Experience Manager in Queenstown to lead CX strategy and drive improvements across the customer journey. You will gather feedback, analyze data, and partner with marketing, sales, and operations to deliver a consistent and exceptional experience.

The role requires strong CX and service-design knowledge, training delivery ability, and a passion for customer advocacy. A degree in Marketing or Business is preferred and B2B/B2C experience is valued.