Customer Experience Manager

Placements24; Roanoke (VA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Fully remote work arrangement

Health, dental, and vision insurance

Leadership development

Job summary

Placements24 is seeking a Customer Experience Manager to lead remote CX initiatives for retail operations. You will design strategies to enhance the customer journey from initial engagement to post-purchase support, focusing on loyalty and satisfaction.

Attend cross-functional collaboration with marketing, sales, and operations to align on CX goals; oversee service operations and mentor teams on best practices in a remote work environment.

Qualifications

• Proven experience in Customer Experience Management or related field.
• Strong knowledge of customer journey mapping and service design.
• Excellent analytical skills with ability to translate data into actionable insights.

Responsibilities

• Design and implement customer experience strategies to improve satisfaction and loyalty.
• Analyze customer feedback data to identify pain points and areas for improvement.
• Develop customer journey maps and ensure a consistent, positive experience across all channels.
• Collaborate with marketing, sales, operations to align CX goals.
• Oversee customer service operations and implement best practices for efficient support.
• Train and mentor teams on customer service standards and experience best practices.

Skills

CX Management

Journey mapping

Data analysis

Leadership

CRM platforms

Cross-functional collab

Remote work

Tools

CRM platforms

Job description

About the Role

Our client is looking for an innovative and empathetic Customer Experience Manager to lead their customer-centric initiatives for their retail operations, working entirely remotely. This strategic role focuses on enhancing the overall customer journey, from initial engagement to post-purchase support, ensuring a seamless and positive interaction across all digital and potential physical touchpoints. You will be responsible for developing and implementing strategies that build customer loyalty, gather feedback, and drive improvements in customer satisfaction. This is an ideal position for a visionary leader passionate about creating exceptional customer experiences in a remote work setting.

Key Responsibilities

• Design and implement customer experience strategies to improve customer satisfaction and loyalty.
• Analyze customer feedback data (surveys, reviews, support interactions) to identify pain points and areas for improvement.
• Develop customer journey maps and ensure a consistent, positive experience across all channels.
• Collaborate with cross-functional teams (marketing, sales, operations) to align on customer experience goals.
• Oversee customer service operations and implement best practices for efficient and effective support.
• Train and mentor teams on customer service standards and experience best practices.

Requirements

• Proven experience in Customer Experience Management or a related field, preferably in retail.
• Strong understanding of customer journey mapping, feedback mechanisms, and service design principles.
• Excellent analytical skills with the ability to translate data into actionable insights.
• Exceptional communication, leadership, and interpersonal skills.
• Experience with CRM systems and customer service platforms.
• Demonstrated ability to drive customer-centric initiatives in a remote or hybrid environment.

Benefits

• Competitive salary package with performance incentives.
• Fully remote work arrangement offering significant flexibility.
• Comprehensive health, dental, and vision insurance plans.
• Opportunities for professional growth and leadership development.
• A culture that deeply values customer satisfaction and employee well-being.