Remote Customer Experience Strategy Lead

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

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.