Customer Experience Manager - Retail

Placements24; Kissimmee (FL); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, vision insurance

Generous paid time off

Remote-friendly work environment

Job summary

Placements24 is seeking a Customer Experience Manager to lead a remote-first CX program, defining strategies to enhance the end-to-end customer journey across retail and e-commerce touchpoints.

You will analyze feedback, map journeys, partner with marketing, sales, product and support, and drive data-driven improvements while fostering a customer-centric culture in a remote environment.

Qualifications

• Bachelor's degree in Business, Marketing, or related field.
• 5+ years in customer experience management, preferably in retail or e-commerce.
• Strong analytical skills with customer feedback/tools and data analysis.
• Excellent communication and remote collaboration skills.
• Demonstrated passion for understanding and improving the customer journey.

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 improvement.
• Collaborate with cross-functional teams (marketing, sales, product, support) to implement customer-centric initiatives.
• Design and optimize customer service processes and protocols to ensure consistent, high-quality interactions.
• Champion a customer-first culture throughout the organization via remote communication channels.
• Monitor key customer experience metrics (NPS, CSAT, CLV) and report on progress.

Skills

Customer experience

Data analysis

Remote collaboration

Communication skills

Cross-functional collaboration

Education

Bachelor's degree

Job description

Our client is seeking an innovative and customer-centric Customer Experience Manager to join their team, working entirely remotely. You will be instrumental in defining and implementing strategies to enhance the overall customer journey across all touchpoints of their retail business. This role involves analyzing customer feedback, identifying areas for improvement, and collaborating with various departments to deliver exceptional service and build lasting customer loyalty. This is a key opportunity for a passionate customer experience professional to shape strategy and drive positive change in a remote-first setting.

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 improvement.
• Collaborate with cross-functional teams (marketing, sales, product, support) to implement customer-centric initiatives.
• Design and optimize customer service processes and protocols to ensure consistent, high-quality interactions.
• Champion a customer-first culture throughout the organization via remote communication channels.
• Monitor key customer experience metrics (NPS, CSAT, CLV) and report on progress.

Requirements

• Bachelor's degree in Business, Marketing, or a related field.
• 5+ years of experience in customer experience management, preferably in retail or e-commerce.
• Proven ability to develop and implement successful customer experience strategies.
• Strong analytical skills with experience in using customer feedback tools and data analysis.
• Excellent communication, presentation, and interpersonal skills for remote collaboration.
• Demonstrated passion for understanding and improving the customer journey.

Benefits

• Competitive annual salary and potential for bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Opportunities for professional growth and skill development.
• A supportive and flexible remote work environment fostering innovation.