Customer Experience Lead - E-commerce

Placements24; East London; Hybrid; ZAR 959,000 - 1,439,000; Full time

Benefits offered by this job

Fully remote

Performance incentives

Work-life balance

Professional development

Job summary

Placements24 is seeking a Customer Experience Lead to elevate online retail service in a fully remote role. You will define and implement strategies to ensure an exceptional customer journey from browsing to post-purchase support, analyzing feedback, and driving improvements to foster loyalty.

Lead customer-centric initiatives, partner with product, marketing and support teams, and champion a customer-first culture across the organization to enhance satisfaction and growth.

Qualifications

• 3+ years of experience in customer experience management or related roles.
• Proven ability to develop and implement customer experience strategies.
• Strong analytical skills for data analysis and feedback interpretation.
• Excellent communication, interpersonal and stakeholder management skills.
• Ability to work autonomously in a fully remote environment.

Responsibilities

• Develop and execute strategies to enhance the overall customer experience across all online touchpoints.
• Monitor customer feedback channels and identify trends for improvement.
• Collaborate with product, marketing and support to implement customer-centric solutions.
• Analyze journey data to pinpoint friction points and optimization opportunities.
• Create and maintain customer service protocols and training materials.

Skills

Customer experience

Data analysis

Stakeholder management

Communication

Remote leadership

Job description

About the Role

Our client is seeking an enthusiastic and customer-centric Customer Experience Lead to elevate their online retail service offering. This fully remote position will focus on defining and implementing strategies to ensure an exceptional customer journey from browsing to post-purchase support. You will analyze customer feedback, identify pain points, and collaborate with various teams to implement improvements that foster loyalty and satisfaction. Your role is vital in shaping our client's reputation as a customer-first e-commerce business.

Key Responsibilities

• Develop and execute strategies to enhance the overall customer experience across all online touchpoints.
• Monitor customer feedback channels (reviews, surveys, social media) and identify trends and areas for improvement.
• Work closely with product, marketing, and support teams to implement customer-centric solutions.
• Analyze customer journey data to pinpoint friction points and opportunities for optimization.
• Create and maintain customer service protocols and training materials for support staff.
• Champion a customer-first culture throughout the organization, ensuring all initiatives align with customer needs.

Requirements

• 3+ years of experience in customer experience, customer service management, or a related role, preferably in e-commerce.
• Proven ability to develop and implement successful customer experience strategies.
• Strong analytical skills with experience in data analysis and customer feedback interpretation.
• Excellent communication, interpersonal, and stakeholder management skills.
• Ability to work autonomously and lead initiatives in a fully remote environment.

Benefits

• Competitive salary and performance-based incentives.
• Fully remote work flexibility, promoting a healthy work-life balance.
• Opportunity to make a significant impact on customer satisfaction and loyalty.
• Professional development opportunities in customer experience management.
• Be part of a forward-thinking company dedicated to online excellence.