Customer Experience Lead - Retail

Placements24; East London; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Flexible remote work

Performance bonus

Professional growth opportunities

Competitive salary

Job summary

Placements24 is seeking a Customer Experience Lead to champion exceptional customer journeys with a focus on East London and flex remote work. You will analyze feedback, map journeys, and design programs to heighten satisfaction and loyalty across channels.

Collaborating with marketing, sales, and operations, you will train frontline staff and drive brand advocacy while monitoring key CX metrics for continuous improvement.

Qualifications

• Proven experience in Customer Experience (CX) management, preferably in retail.
• Strong understanding of customer journey mapping, service design, and loyalty programs.
• Excellent analytical skills to translate data into actionable insights.
• Exceptional communication and interpersonal skills.
• Experience with CX software and tools (CRM, surveys, analytics dashboards).

Responsibilities

• Develop and implement a customer experience strategy aligned with brand values.
• Analyze feedback, journey maps, and data to identify pain points and improvements.
• Design and manage customer feedback programs (surveys, reviews, focus groups).
• Collaborate with marketing, sales, and operations to ensure consistency across channels.
• Develop training materials for frontline staff to boost service skills and advocacy.
• Monitor CX metrics (NPS, CSAT, churn) and report progress to senior management.

Skills

Customer Experience management

Customer journey mapping

Data interpretation

Communication skills

CX software/tools

Tools

CRM

Survey platforms

Analytics dashboards

Job description

Our client is seeking a passionate and innovative Customer Experience Lead to champion exceptional customer journeys within their retail operations, working remotely with a focus on the East London area. This role is dedicated to understanding and enhancing every touchpoint a customer has with the brand, from initial online interaction to in-store experience and post-purchase support. You will analyze customer feedback, develop strategies to improve satisfaction and loyalty, and collaborate with cross-functional teams to implement customer-centric initiatives across their various channels. The ideal candidate is a strategic thinker with a deep understanding of customer behavior and a commitment to creating memorable experiences, particularly within the Eastern Cape retail context.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with business goals and brand values.
• Analyze customer feedback, journey maps, and behavioral data to identify pain points and opportunities for improvement.
• Design and manage customer feedback programs (surveys, reviews, focus groups) to gather insights.
• Collaborate with marketing, sales, and operations teams to ensure a seamless and consistent customer experience across all channels.
• Develop training materials and programs for front-line staff to enhance customer service skills and brand advocacy.
• Monitor key customer experience metrics (NPS, CSAT, churn rate) and report on progress to senior management.

Requirements

• Proven experience in Customer Experience (CX) management , preferably within the retail industry.
• Strong understanding of customer journey mapping, service design, and loyalty program development.
• Excellent analytical skills with the ability to interpret complex data and translate it into actionable insights.
• Exceptional communication, presentation, and interpersonal skills.
• Experience with CX software and tools (e.g., CRM, survey platforms, analytics dashboards).
• A proactive, creative, and empathetic approach to customer-centric problem-solving.

Benefits

• Competitive salary and performance-related bonus.
• Flexible remote work arrangement.
• Opportunities for professional growth and certifications in CX.
• Contribution to shaping the future of customer engagement for a growing brand.
• A collaborative and forward-thinking work environment.