Customer Experience Lead (Retail)

Placements24; Kempton Park; Remote; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Remote work environment

Home office setup contribution

Wellness programs

Competitive incentives

Retirement fund contributions

Job summary

WhatJobs Direct is seeking a Customer Experience Lead to design and refine customer journeys across retail channels. This fully remote role emphasizes data-driven improvements and strong stakeholder influence to elevate satisfaction, loyalty, and brand perception.

You will lead remote teams, implement CRM best practices, and collaborate with product/marketing to embed customer insights. The role suits a results-driven professional who thrives in a home-based environment and seeks to set new CX

Qualifications

• Minimum 6 years in customer experience leadership within retail or similar sectors.
• Proven ability to design and implement CX strategies and roadmaps.
• Strong analytical and data-driven decision making.
• Excellent communication and relationship-building with diverse stakeholders.

Responsibilities

• Design and implement comprehensive customer experience strategies aligned with business objectives.
• Train and empower customer-facing teams to ensure consistent service delivery.
• Manage channels (digital, email, phone) and monitor CX KPIs.
• Collaborate with product and marketing to embed customer insights into offerings.
• Champion the customer, lead remote teams, and drive continuous improvement.

Skills

CX management

Data analysis

Remote leadership

CRM proficiency

Stakeholder engagement

Education

Bachelor's degree

Tools

CRM software

Customer service platforms

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.