Customer Experience Lead

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 850,000 - 1,200,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Retirement planning options

Professional development including CX

Generous paid time off

Job summary

Placements24 is seeking a Customer Experience Lead to drive end-to-end CX strategy in a fully remote role. You will shape customer journeys, analyze data, and implement initiatives to build loyalty and advocacy while collaborating with marketing, sales, and product teams to ensure a unified experience across channels.

The ideal candidate brings 5+ years in CX, strong stakeholder communication, and expertise in CRM and CX platforms.

Qualifications

• Bachelor's degree in Business, Marketing, Psychology, or related field.
• 5+ years in CX, customer success, or related fields.
• Experience with customer journey mapping and data analysis.
• Knowledge of CRM systems and CX tooling.

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business goals and customer insights.
• Map customer journeys across touchpoints to identify pain points and opportunities.
• Design initiatives to improve customer satisfaction, engagement, and loyalty.
• Analyze feedback, survey data, and metrics to understand needs and expectations.
• Collaborate with cross-functional teams to ensure a consistent brand experience.
• Lead remote teams or work independently to drive CX projects from conception to implementation.

Skills

CX strategy

Customer journey mapping

Data analysis

CRM systems

Remote leadership

Education

Bachelor's degree

Tools

CRM systems

CX management platforms

Job description

About the Role

Our client, a customer-centric retail innovator, is seeking a visionary Customer Experience Lead to spearhead their efforts in creating exceptional customer journeys across all touchpoints. This role is designed for a strategic thinker passionate about understanding and enhancing customer interactions within a remote-first framework. As a fully remote position, you will design and implement strategies that foster customer loyalty and advocacy, leveraging digital tools and data analytics to drive continuous improvement. The ideal candidate will have a deep understanding of customer behavior, a flair for innovation, and the ability to translate insights into actionable CX initiatives. You will collaborate with marketing, sales, and product teams to ensure a unified and superior customer experience, making a significant impact on brand perception and retention from anywhere.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business goals and customer insights.
• Map customer journeys across various touchpoints (online, offline, post-purchase) to identify pain points and opportunities for enhancement.
• Design and implement initiatives to improve customer satisfaction, engagement, and loyalty.
• Analyze customer feedback, survey data, and behavioral metrics to gain a deep understanding of customer needs and expectations.
• Collaborate with cross-functional teams to ensure a consistent and positive brand experience at every stage of the customer lifecycle.
• Develop customer service protocols and training materials to empower front-line staff (if applicable in a remote context, e.g., online support teams).
• Champion a customer-centric culture throughout the organization, advocating for customer needs in strategic decision-making.
• Identify and implement relevant CX technologies and tools to streamline processes and enhance customer interactions.
• Monitor key CX metrics (e.g., NPS, CSAT, CES) and report on performance, providing actionable recommendations for improvement.
• Stay informed about industry best practices and emerging trends in customer experience management.
• Lead remote teams or work independently to drive CX projects from conception to implementation.

Requirements

• Minimum of 5 years of experience in customer experience (CX), customer success, or related fields, with a strong focus on strategy development.
• Proven ability to design and implement successful customer experience programs that demonstrably improve customer satisfaction and retention.
• Expertise in customer journey mapping, user research, and data analysis (e.g., survey tools, analytics platforms).
• Strong understanding of various customer interaction channels and digital engagement strategies.
• Exceptional communication, presentation, and interpersonal skills, crucial for a remote leadership role.
• Strategic mindset with the ability to translate customer insights into tangible business improvements.
• Experience with CRM systems and CX management platforms is highly desirable.
• Ability to work autonomously and manage projects effectively in a remote work environment.
• Bachelor's degree in Business, Marketing, Psychology, or a related field.
• Must have a reliable internet connection and a conducive home office setup for this fully remote position.

Benefits

• This fully remote position offers a competitive salary, commensurate with experience and strategic impact.
• Our client provides a comprehensive benefits package, including medical, dental, and vision insurance, as well as retirement planning options.
• Generous paid time off and opportunities for professional development, including specialized CX certifications, are available.
• You will have the autonomy to shape the customer experience strategy for a growing company and work with cutting-edge CX tools.
• Join an organization that prioritizes customer-centricity and fosters a collaborative remote culture.
• Contribute to building lasting customer relationships and driving brand loyalty from anywhere.
• This role offers significant potential for growth and influence within the company.