Remote E-commerce CX Leader: Loyalty & Growth

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

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.