Hybrid Regional CX Lead - Elevate Retail Experience

Placements24; Riverton (UT); Hybrid; USD 25,000 - 36,000; Full time

Benefits offered by this job

Hybrid work model

Employee discount

Job summary

Placements24 is seeking an experienced Customer Experience Manager to lead CX initiatives across Northern Cape retail locations. You will shape the customer journey, drive service excellence, and empower store teams to deliver memorable interactions that strengthen brand loyalty.

This hybrid role requires strong leadership, collaboration with marketing and operations, and the ability to train staff, analyze feedback, and report on CX metrics such as NPS and CSAT.

Qualifications

• Minimum of 4 years in customer experience management or related leadership.
• Proven track record in designing and implementing CX strategies.
• Excellent understanding of customer journey mapping and service design.
• Bachelor's degree preferred in Marketing, Business, or Communications.

Responsibilities

• Develop and implement a CX strategy for Northern Cape locations.
• Map the customer journey and identify touchpoints for improvement.
• Design and deliver customer service training for store staff.
• Monitor feedback via surveys and direct interaction and act on insights.
• Collaborate with marketing and operations to ensure brand consistency.
• Resolve complex complaints and ensure timely resolutions.
• Analyze customer data to identify trends and opportunities.
• Report on CX metrics such as NPS and CSAT.

Skills

Customer journey mapping

Service design

Analytical thinking

Data interpretation

Communication skills

Cross-functional collaboration

CRM systems

Travel readiness

Retail customer service

Education

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

Tools

CRM software

Feedback tools

Job description

Placements24 is seeking an experienced Customer Experience Manager to lead CX initiatives across Northern Cape retail locations. You will shape the customer journey, drive service excellence, and empower store teams to deliver memorable interactions that strengthen brand loyalty.

This hybrid role requires strong leadership, collaboration with marketing and operations, and the ability to train staff, analyze feedback, and report on CX metrics such as NPS and CSAT.