Customer Experience Lead (Remote)

Placements24; Willows (CA); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Fully remote work environment

Competitive salary

Career growth opportunities

Job summary

Placements24 is seeking a Customer Experience Lead for a fully remote role. You will shape the customer journey, define CX strategy, and collaborate with marketing, sales, and product teams to elevate satisfaction and loyalty across touchpoints.

The ideal candidate has 5+ years in CX or customer service leadership, strong data analysis skills, and hands-on experience with CRM platforms. This remote-first position offers flexibility and opportunities to drive company-wide customer success.

Qualifications

• Minimum 5 years of experience in customer experience or related field.
• Proven track record developing CX strategies.
• Strong data analysis and CX metrics expertise.
• Excellent communication and stakeholder management.

Responsibilities

• Develop and execute a comprehensive CX strategy aligned with business goals.
• Analyze feedback, journey maps, and data to identify pain points.
• Design initiatives to improve satisfaction, retention, loyalty.
• Collaborate with marketing, sales, and product to ensure consistent experience.
• Develop and manage customer service protocols and training.
• Monitor CX metrics and report performance with improvements.
• Champion a customer-centric culture across the organization.
• Stay updated on CX trends and best practices.
• Manage feedback channels and resolve escalated issues quickly.

Skills

CX strategy

CX metrics & analytics

Cross-functional collaboration

CRM proficiency

Communication skills

Education

Bachelor's degree in Marketing/Business/Communications

Tools

CRM Software

Feedback platforms

Job description

About the Role

Our client is seeking an exceptional and driven Customer Experience Lead to join their dynamic, fully remote team. This pivotal role focuses on shaping and elevating the customer journey across all touchpoints. You will be instrumental in defining strategies, implementing best practices, and fostering a customer-centric culture throughout the organization. The ideal candidate possesses a deep understanding of customer behavior, exceptional communication skills, and a passion for creating memorable experiences. Working remotely, you will collaborate with cross-functional teams to analyze customer feedback, identify areas for improvement, and drive initiatives that enhance satisfaction and loyalty. This is a fantastic opportunity for a seasoned professional to make a significant impact in a remote-first setting and redefine customer engagement strategies from **Welkom** or elsewhere.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business goals.
• Analyze customer feedback, journey maps, and data to identify pain points and opportunities for enhancement.
• Design and implement initiatives to improve customer satisfaction, retention, and loyalty.
• Collaborate with marketing, sales, and product teams to ensure a consistent and positive customer experience.
• Develop and manage customer service protocols and training programs for internal teams.
• Monitor customer service metrics and KPIs, reporting on performance and recommending improvements.
• Champion a customer-centric culture throughout the organization.
• Stay abreast of industry trends and best practices in customer experience management.
• Manage customer feedback channels and ensure timely and effective resolution of escalated customer issues.
• Drive innovation in customer engagement through new technologies and approaches.

Requirements

• Minimum 5 years of experience in customer experience, customer service management, or a related field.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong understanding of customer journey mapping, data analysis, and CX metrics.
• Excellent communication, presentation, and interpersonal skills.
• Experience managing cross-functional projects and collaborating with diverse teams.
• Proficiency in CRM software and customer feedback platforms.
• Ability to work independently and manage multiple priorities in a **remote** setting.
• Strong analytical and problem-solving abilities.
• A passion for understanding and advocating for the customer.
• Bachelor's degree in Marketing, Business, Communications, or a related field is preferred.

Benefits

• Fully remote work environment, offering unparalleled flexibility and work-life balance.
• Competitive salary package with performance-based incentives.
• Opportunities for professional growth and career development.
• Contribute to defining the future of customer engagement for a growing company.
• Be part of an innovative and collaborative team focused on customer success.
• Work from **Welkom** or any suitable remote location.