Project Manager, Customer Experience Enhancement

Placements24; Windsor Park (TN); Hybrid; USD 37,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Professional development opportunities

Medical aid and retirement fund

Incentives based on performance

Job summary

Placements24 is seeking a proactive Project Manager to lead customer experience enhancement initiatives in East London, Eastern Cape. You will drive CRM-driven projects, optimize service delivery, and roll out customer engagement tools to boost satisfaction and loyalty.

The role requires 5+ years in CX-focused project management, strong CRM knowledge, and excellent stakeholder communication. Hybrid work environment with opportunities to influence customer-centric change company-wide.

Qualifications

• Minimum 5 years in project management with CX/service focus.
• Proven track record in improving customer satisfaction/retention.
• Strong understanding of CRM, journey mapping and service best practices.
• Excellent analytical and problem-solving abilities with customer data.

Responsibilities

• Lead planning, execution, and delivery of CX improvement projects.
• Define scope, objectives, deliverables and KPIs for customer satisfaction.
• Develop detailed project plans with timelines, resources and budgets.
• Manage cross-functional teams across CS, sales, marketing and IT.
• Oversee implementation of new customer service tech (CRM, chatbots, feedback tools).
• Analyze feedback and data to identify improvement opportunities and strategic initiatives.
• Manage risks and issues to minimize disruption to operations.
• Communicate status updates and reports to stakeholders.
• Ensure deliverables align with CX strategy and brand standards.
• Conduct post-project evaluations to capture lessons learned.

Skills

CRM experience

Stakeholder communication

Analytical skills

Project management

Education

Bachelor's degree in Business Administration/Marketing/Communications

Tools

Asana

Trello

MS Project

CRM platforms

Job description

About the Role

Our client, a prominent player in the automotive services sector, is seeking a proactive Project Manager to lead initiatives focused on enhancing customer experience in East London, Eastern Cape . This role is crucial for improving customer satisfaction, streamlining service delivery, and implementing customer-centric strategies across all touchpoints. You will be responsible for managing projects that involve upgrading customer service platforms, optimizing support processes, and rolling out new customer engagement tools. The ideal candidate will have a strong understanding of customer relationship management (CRM) principles, excellent communication skills, and a proven ability to manage projects that directly impact customer loyalty and brand reputation. This is an exciting opportunity to make a significant impact on customer satisfaction within a key regional hub.

Key Responsibilities

• Lead the planning, execution, and delivery of customer experience enhancement projects.
• Define project scope, objectives, deliverables, and key performance indicators (KPIs) related to customer satisfaction.
• Develop detailed project plans, including timelines, resource requirements, and budget management.
• Manage cross-functional teams, including customer service, sales, marketing, and IT departments.
• Oversee the implementation of new customer service technologies, such as CRM systems, chatbots, and feedback platforms.
• Analyze customer feedback and service data to identify areas for improvement and strategic initiatives.
• Manage project risks and issues, ensuring timely resolution and minimal disruption to customer service operations.
• Facilitate communication among project stakeholders, providing regular status updates and reports.
• Ensure that all project deliverables are aligned with the company's customer service strategy and brand standards.
• Conduct post-project evaluations to measure success and identify lessons learned.

Requirements

• A minimum of 5 years of experience in project management, with a focus on customer experience, customer service, or related initiatives.
• Proven experience in managing projects that have demonstrably improved customer satisfaction or retention.
• Strong understanding of CRM systems, customer journey mapping, and customer service best practices.
• Excellent analytical and problem-solving skills, with the ability to interpret customer data.
• Proficiency in project management software (e.g., Asana, Trello, MS Project) and CRM platforms.
• Exceptional communication, presentation, and interpersonal skills.
• A Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Experience in the automotive or service industry is a plus.
• Ability to work effectively in a hybrid work environment.
• Demonstrated ability to manage change and drive adoption of new customer-centric processes.

Benefits

• Our client offers a competitive salary and benefits package commensurate with experience.
• This role provides the opportunity to shape and significantly improve customer interactions and satisfaction.
• Be part of a company committed to delivering exceptional service and building lasting customer relationships.
• Professional development opportunities and training programs are available.
• Comprehensive medical aid and retirement fund benefits are provided.Potential for performance-based incentives.
• This role is based in East London .