E-commerce Customer Experience Manager

Placements24; Queenstown (MD); Remote; USD 39,000 - 54,000; Full time

Benefits offered by this job

Remote work flexibility

Competitive salary

Online training

Wellness programs

Career development opportunities

Ownership of CX for growing brand

Job summary

Placements24 is seeking a passionate E-commerce Customer Experience Manager to champion the customer journey for a growing online retailer. This remote role focuses on elevating satisfaction, loyalty, and advocacy through CRM and data-driven improvements.

You will collaborate with marketing, sales, and product teams, implement loyalty programs, map customer journeys, and mentor teams to deliver outstanding service from awareness to post-purchase support.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, or related field.
• 4+ years in customer experience or service management within e-commerce.
• Proven track record of developing and implementing CX strategies.
• Strong understanding of CRM systems and customer service software.
• Excellent analytical and problem-solving skills with data interpretation.
• Exceptional communication, interpersonal, and leadership abilities.
• Experience managing customer feedback loops and driving improvements.
• Ability to work independently in a remote setting, ideally near Queenstown, EC.
• Proficiency in MS Office and other business software.

Responsibilities

• Develop and execute strategies to enhance end-to-end customer experience.
• Oversee customer service operations for timely issue resolution.
• Analyze feedback, surveys, and support data to identify trends.
• Implement loyalty programs to foster repeat business and advocacy.
• Collaborate with marketing to craft personalized communications.
• Map and optimize customer journeys across touchpoints.
• Manage CRM systems and ensure accurate data.
• Train and mentor customer-facing teams on CX best practices.
• Monitor CX metrics (NPS, CSAT, CES) and report performance.
• Stay informed on CX trends and technologies.

Skills

Customer experience management

CRM systems

Analytical skills

Remote work / self-management

Communication

Education

Bachelor's degree in Marketing/Business/Communications or related field

Tools

CRM software

MS Office

Job description

About the Role

Our client, a rapidly growing online retailer, is seeking a passionate and customer-focused E-commerce Customer Experience Manager to champion and enhance the overall customer journey. This role, based in Queenstown, Eastern Cape , will be responsible for developing and implementing strategies that elevate customer satisfaction, loyalty, and advocacy. The ideal candidate will have a deep understanding of customer service best practices, CRM systems, and the ability to translate customer feedback into actionable improvements across all touchpoints. You will work collaboratively with marketing, sales, and product teams to ensure a consistent and positive brand experience. This is an excellent remote opportunity for a customer experience expert to drive significant improvements in customer retention and satisfaction for a dynamic e-commerce business. We are looking for someone who is empathetic, analytical, and dedicated to creating exceptional customer interactions.

Key Responsibilities

• Develop and execute strategies to enhance the end-to-end customer experience for the e-commerce platform.
• Oversee customer service operations, ensuring timely and effective resolution of customer inquiries and issues.
• Analyze customer feedback, surveys, and support data to identify trends and areas for improvement.
• Implement customer loyalty programs and initiatives to foster repeat business and brand advocacy.
• Collaborate with marketing teams to create personalized customer communication strategies.
• Map and optimize customer journeys across all touchpoints, from initial awareness to post-purchase support.
• Manage CRM systems and ensure accurate customer data is maintained.
• Train and mentor customer-facing teams on best practices in customer service and experience management.
• Monitor key customer experience metrics (e.g., NPS, CSAT, CES) and report on performance.
• Stay informed about emerging trends and technologies in customer experience management.

Requirements

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 4 years of experience in customer experience management, customer service management, or a related role within an e-commerce environment.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong understanding of CRM systems and customer service software.
• Excellent analytical and problem-solving skills, with the ability to interpret customer data.
• Exceptional communication, interpersonal, and leadership skills.
• Experience in managing customer feedback loops and driving improvements based on insights.
• Ability to work independently and manage projects effectively in a remote setting, ideally based in or near Queenstown, Eastern Cape .
• Proficiency in MS Office Suite and other relevant business software.
• A passion for delivering outstanding customer service.

Benefits

• This remote position offers the flexibility to work from anywhere, coupled with a competitive salary.
• Our client provides a supportive and collaborative remote work environment.
• Employees will have access to online training and professional development opportunities to enhance their skills.
• The company is committed to employee well-being and offers access to virtual wellness programs.
• This is an excellent opportunity to take ownership of the customer experience for a growing e-commerce brand.
• Performance-based incentives may be available.

Location

While the role is remote, residing in or near Queenstown, Eastern Cape can facilitate future in-person team gatherings and strategic planning sessions.