Customer Experience Manager

Placements24; Mossel Bay; Hybrid; ZAR 420,000 - 720,000; Full time

Benefits offered by this job

Remote work

Competitive salary

Paid time off

Growth opportunities

Job summary

Placements24 is seeking a strategic Customer Experience Manager to elevate how customers interact with the brand across digital touchpoints, with a remote-first approach. You will analyze feedback, map journeys, and implement initiatives that boost loyalty and satisfaction while driving business growth.

You will lead cross functional teams, train staff on best practices, monitor metrics like NPS and CSAT, and collaborate with sales, marketing, and product to ensure a consistently excellent

Qualifications

• Proven experience in customer experience management or related leadership role.
• Strong ability to map customer journeys and design service improvements.
• Excellent communication and remote collaboration skills.

Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with business objectives.
• Analyze customer feedback, journey maps, and satisfaction data to identify pain points and opportunities for enhancement.
• Design and oversee the implementation of new customer service processes and protocols.
• Train and coach internal teams on customer service best practices and the importance of a customer-centric approach.
• Monitor key customer experience metrics (e.g., NPS, CSAT) and report on performance to senior management.
• Collaborate with cross-functional teams (sales, marketing, product) to ensure a consistent and positive customer journey across all channels.

Skills

Customer experience management

Data analytics

Remote leadership

Stakeholder influence

Process design

Education

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

Tools

NPS tools

CSAT dashboards

Job description

About the Role

Our client is seeking a strategic and empathetic Customer Experience Manager to enhance their customer interactions across all touchpoints, operating remotely. This role is dedicated to understanding customer needs, identifying areas for improvement in the customer journey, and implementing initiatives that foster loyalty and satisfaction. You will leverage data analytics, customer feedback, and market research to develop and execute a customer-centric strategy. This is an excellent opportunity for a proactive leader who is passionate about creating exceptional customer experiences and driving business growth through improved service, all within a remote work framework.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with business objectives.
• Analyze customer feedback, journey maps, and satisfaction data to identify pain points and opportunities for enhancement.
• Design and oversee the implementation of new customer service processes and protocols.
• Train and coach internal teams on customer service best practices and the importance of a customer-centric approach.
• Monitor key customer experience metrics (e.g., NPS, CSAT) and report on performance to senior management.
• Collaborate with cross-functional teams (sales, marketing, product) to ensure a consistent and positive customer journey across all channels.

Requirements

• Proven experience in customer experience management , customer success, or a related customer-facing leadership role.
• Strong understanding of customer journey mapping, feedback mechanisms, and service design principles.
• Excellent analytical skills with the ability to interpret data and translate insights into actionable strategies.
• Exceptional communication, presentation, and interpersonal skills, especially in a remote setting.
• Demonstrated ability to drive change and influence stakeholders across an organization.
• Bachelor's degree in Business, Marketing, Psychology, or a related field.

Benefits

• Competitive salary and potential for performance-based incentives.
• Comprehensive medical, dental, and vision insurance.
• Generous paid time off and flexible remote working arrangements.
• Opportunities for professional growth and development in a customer-centric field.
• A culture that values customer feedback and employee contributions.