Customer Experience Lead (Retail)

Placements24; Gauteng; Hybrid; ZAR 900,000 - 1,150,000; Full time

Benefits offered by this job

Salary incentives

Medical, dental, and vision coverage

Generous annual leave and public hols

Growth opportunities and development

Remote work environment

Home office setup stipend

Wellness programs

Retirement fund contributions

Job summary

WhatJobs Direct is seeking a Customer Experience Lead to design and drive end-to-end customer journeys within retail, all from a fully remote setting. You will champion the customer, using data-driven insights to elevate service standards and loyalty across touchpoints.

The role demands 6+ years in customer experience, strong analytical and communication skills, and proven success guiding remote teams. Join a dynamic, home-based environment focused on measurable impact.

Qualifications

• Minimum of 6 years of experience in customer experience management, preferably within retail.
• Proven ability to lead and motivate remote teams.
• Strong analytical skills to interpret customer data and feedback.
• Excellent communication, presentation, and interpersonal skills for diverse stakeholders.

Responsibilities

• Design and implement comprehensive customer experience strategies aligned with business objectives.
• Analyze customer feedback, journey maps, and operational data to identify areas for improvement.
• Develop and deploy training programs for customer-facing teams to ensure consistent service delivery.
• Manage and monitor customer service channels, including digital platforms, email, and phone support.
• Collaborate with product development and marketing teams to integrate customer insights into offerings.
• Establish and track KPIs related to customer satisfaction, loyalty, and retention.
• Advocate for the customer within the organization and influence stakeholders.
• Oversee the resolution of complex customer issues and escalations.
• Implement best practices in CRM and service excellence.
• Stay abreast of trends and technologies in customer experience and retail.

Skills

CRM proficiency

Analytical skills

Communication skills

Remote team leadership

Stakeholder engagement

Education

Bachelor's degree in Marketing, Business, Communications or related field

Tools

CRM software

Job description

About the Role

Our client, WhatJobs Direct, is searching for an accomplished Customer Experience Lead to spearhead their efforts in delivering exceptional customer journeys within the retail sector. This is a pivotal, fully remote role where you will design, implement, and refine strategies that enhance customer satisfaction and loyalty across all touchpoints. You will be the champion of the customer, using data-driven insights to continuously improve service standards and operational processes. This position requires a forward-thinking individual who can build strong relationships, influence stakeholders, and drive positive change from a distance. The ideal candidate possesses a profound understanding of customer service principles, a passion for innovation, and a proven ability to lead and inspire teams remotely. Working remotely, you will have the opportunity to shape the customer‑centric culture of our client's expanding retail operations, making a tangible impact on brand perception and customer retention. This role is perfect for a results-oriented professional who thrives in a flexible, home-based work environment and is dedicated to setting new benchmarks in customer experience.

Key Responsibilities

• Design and implement comprehensive customer experience strategies aligned with business objectives.
• Analyze customer feedback, journey maps, and operational data to identify areas for improvement.
• Develop and deploy training programs for customer-facing teams to ensure consistent service delivery.
• Manage and monitor customer service channels, including digital platforms, email, and phone support.
• Collaborate with product development and marketing teams to integrate customer insights into offerings.
• Establish and track key performance indicators (KPIs) related to customer satisfaction, loyalty, and retention.
• Act as the primary advocate for the customer within the organization, championing their needs and perspectives.
• Oversee the resolution of complex customer issues and escalations, ensuring timely and satisfactory outcomes.
• Implement best practices in customer relationship management (CRM) and service excellence.
• Stay abreast of emerging trends and technologies in customer experience and retail.

Requirements

• Minimum of 6 years of experience in customer experience management, preferably within the retail industry.
• Demonstrated success in developing and executing customer‑centric strategies.
• Strong analytical skills with the ability to interpret customer data and feedback.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage effectively with diverse stakeholders.
• Proven experience leading and motivating remote teams.
• Proficiency with CRM software and customer service platforms.
• Bachelor's degree in Marketing, Business, Communications, or a related field is highly desirable.
• Experience in managing customer service operations across multiple channels.
• Ability to think strategically and translate insights into actionable initiatives.
• Strong problem‑solving capabilities and a proactive approach to challenges.

Benefits

• Attractive salary and performance-based incentives.
• Comprehensive medical, dental, and vision coverage.
• Generous annual leave and public holiday allowance.
• Opportunities for continuous professional growth and development.
• A dynamic and inclusive remote work environment.
• Contribution towards home office setup.
• Employee wellness programs.
• Retirement fund contributions.