E-commerce CX Leader – Customer Experience & Loyalty

Placements24; Riverton (UT); Presencial; USD 36.000 - 54.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical aid

Retirement fund

Paid leave

Employee discounts

Professional development

Team events

Descripción de la vacante

Placements24 is seeking an experienced E-commerce Customer Experience Manager for its Upington-based team. You will lead and optimize the customer journey across all online touchpoints, driving satisfaction and loyalty, and collaborating with marketing, product, and operations to ensure a consistent brand experience.

The role demands a strategic mindset, strong leadership, and proven ability to translate customer data into actionable improvements.

Formación

• Bachelor's degree in marketing, business administration, communications, or related field.
• Minimum 5 years in customer experience or service management, preferably in e-commerce.
• Proven experience developing and implementing customer-centric strategies.
• Strong understanding of customer journey mapping and UX principles.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency with CRM software and customer feedback tools.
• Ability to analyze customer data and derive actionable insights.
• Experience training and managing customer service teams.
• Problem-solving skills focused on customer satisfaction.

Responsabilidades

• Develop and implement comprehensive strategies to enhance the overall customer experience across all e-commerce touchpoints.
• Oversee and manage the customer service team, ensuring prompt, professional, and effective resolution of customer inquiries and issues.
• Analyze customer feedback, reviews, and survey data to identify pain points and areas for improvement.
• Map out customer journeys and identify opportunities to optimize user experience and satisfaction.
• Collaborate with marketing, product, and operations teams to ensure a consistent and positive brand experience.
• Develop and maintain customer service standards, policies, and training materials.
• Implement loyalty programs and initiatives to foster customer retention and advocacy.
• Monitor key customer experience metrics (e.g., CSAT, NPS, Customer Effort Score) and report on performance.
• Stay up-to-date with best practices in customer experience management and e-commerce trends.
• Manage the online reputation of the brand by responding to reviews and feedback.

Conocimientos

CX strategy

Customer journey mapping

Leadership

Communication

Data analysis

Team training

Problem solving

Educación

Bachelor's degree in Marketing/Business/Communications

Herramientas

CRM software

Customer feedback tools

Descripción del empleo

Placements24 is seeking an experienced E-commerce Customer Experience Manager for its Upington-based team. You will lead and optimize the customer journey across all online touchpoints, driving satisfaction and loyalty, and collaborating with marketing, product, and operations to ensure a consistent brand experience.

The role demands a strategic mindset, strong leadership, and proven ability to translate customer data into actionable improvements.