Customer Experience Lead (Remote Retail)

Placements24; Cape Town; Hybrid; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Incentives

Remote work

Medical insurance

Dental insurance

Vision insurance

Paid time off

Company holidays

Growth opportunities

Job summary

Placements24 is seeking a Customer Experience Lead to drive remote retail customer service initiatives from Cape Town. You will define strategies to boost satisfaction, loyalty, and retention across digital touchpoints in a fully remote setup.

You will lead a distributed team, analyze feedback and tickets, and collaborate with Product/Marketing to unify the customer journey and resolve issues quickly.

Qualifications

• Minimum of 4 years of experience in customer experience or customer service management, preferably in a remote setting.
• Demonstrated success in developing and executing customer-centric strategies that improve satisfaction and loyalty.
• Strong understanding of customer support tools, ticketing systems, and analytics platforms.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to lead, motivate, and manage a remote team effectively.

Responsibilities

• Design and implement comprehensive customer experience strategies for the remote retail environment.
• Lead and coach a remote customer service team, setting clear performance expectations and fostering a positive, customer-centric culture.
• Analyze customer feedback, support tickets, and satisfaction surveys to identify trends and areas for improvement.
• Develop and maintain service level agreements (SLAs) and operational guidelines for the customer support function.
• Collaborate with product and marketing teams to ensure a cohesive customer journey and timely resolution of issues.
• Utilize CRM and support platform data to drive continuous improvement in customer engagement and problem resolution.

Skills

Analytical skills

Leadership

Communication

Problem-solving

Remote team leadership

Tools

CRM

Ticketing systems

Analytics platforms

Job description

About the Role

Our client seeks a dedicated and innovative Customer Experience Lead to spearhead their remote retail customer service initiatives based in Cape Town . This role is crucial in defining and delivering exceptional customer interactions across all digital touchpoints. You will be responsible for developing strategies to enhance customer satisfaction, loyalty, and retention within a fully remote operational framework. The ideal candidate is passionate about customer advocacy, possesses strong analytical skills, and excels at leading a distributed team to achieve outstanding service levels, contributing to the brand's reputation for excellence in the online retail space.

Key Responsibilities

• Design and implement comprehensive customer experience strategies for the remote retail environment.
• Lead and coach a remote customer service team, setting clear performance expectations and fostering a positive, customer-centric culture.
• Analyze customer feedback, support tickets, and satisfaction surveys to identify trends and areas for improvement.
• Develop and maintain service level agreements (SLAs) and operational guidelines for the customer support function.
• Collaborate with product and marketing teams to ensure a cohesive customer journey and timely resolution of issues.
• Utilize CRM and support platform data to drive continuous improvement in customer engagement and problem resolution.

Requirements

• Minimum of 4 years of experience in customer experience or customer service management, preferably in a remote setting.
• Demonstrated success in developing and executing customer-centric strategies that improve satisfaction and loyalty.
• Strong understanding of customer support tools , ticketing systems, and analytics platforms.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to lead, motivate, and manage a remote team effectively.

Benefits

• Competitive salary and performance incentives.
• Fully remote work environment with flexible scheduling options.
• Comprehensive medical, dental, and vision insurance plans.
• Paid time off and company holidays.
• Opportunities for professional growth and development in customer experience management.