Customer Experience Manager

Placements24; Soweto; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Fully remote

Flexible scheduling

Performance-based bonuses

Health benefits

Professional development

Work from home tools

Job summary

Placements24 is seeking a Customer Experience Manager for a fully remote role connected to Soweto, Gauteng, ZA. You will design and implement strategies that shape the customer journey across all touchpoints, with a focus on satisfaction, loyalty and retention from your home office.

Lead a remote CX team, analyze feedback, create journey maps, and collaborate with marketing, sales and operations to ensure a unified customer experience.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 6 years of experience in customer experience, customer service management, or a related field, with experience managing remote teams.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong understanding of CRM systems, customer feedback tools, and CX metrics.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to analyze data and translate insights into actionable strategies.
• Empathetic and customer-focused mindset with a passion for service excellence.
• Proficiency in working remotely and utilizing collaboration tools.
• Experience in the retail sector is highly desirable.
• A connection to or understanding of the Soweto, Gauteng, ZA community is a plus.

Responsibilities

• Develop and execute a comprehensive customer experience strategy to enhance customer satisfaction and loyalty.
• Analyze customer feedback, surveys, and online reviews to identify areas for improvement.
• Design and implement customer journey maps to understand and optimize touchpoints.
• Lead and mentor a remote customer service team, setting performance standards and fostering a positive service culture.
• Develop training programs for customer-facing staff to ensure consistent delivery of exceptional service.
• Collaborate with marketing, sales, and operations teams to ensure a unified customer experience.
• Identify and implement best practices in customer relationship management (CRM).
• Monitor key CX metrics (e.g., NPS, CSAT, CES) and report on performance to senior management.
• Champion customer-centric initiatives throughout the organization.
• Stay informed about emerging trends and technologies in customer experience management.

Skills

Leadership

Remote team management

Communication

Data analysis

Customer-centric mindset

Strategic thinking

Education

Bachelor's degree in Marketing, Business Administration, Communications

Tools

CRM systems

Feedback tools

Job description

About the Role Our client, a forward-thinking retail company, is seeking a passionate and customer-centric Customer Experience Manager to elevate their customer service standards. This fully remote role, with a connection to **Soweto, Gauteng, ZA**, will focus on designing and implementing strategies that enhance the overall customer journey across all touchpoints. You will lead initiatives to improve customer satisfaction, loyalty, and retention by analyzing feedback, identifying pain points, and driving improvements in service delivery. The ideal candidate is an empathetic leader with a strong understanding of customer relationship management and a proven ability to create exceptional customer experiences in a remote setting. This is an exciting opportunity to shape the customer's perception of our client's brand from your home office, serving the **Soweto, Gauteng, ZA** and broader markets.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy to enhance customer satisfaction and loyalty.
• Analyze customer feedback, surveys, and online reviews to identify areas for improvement.
• Design and implement customer journey maps to understand and optimize touchpoints.
• Lead and mentor a remote customer service team, setting performance standards and fostering a positive service culture.
• Develop training programs for customer-facing staff to ensure consistent delivery of exceptional service.
• Collaborate with marketing, sales, and operations teams to ensure a unified customer experience.
• Identify and implement best practices in customer relationship management (CRM).
• Monitor key CX metrics (e.g., NPS, CSAT, CES) and report on performance to senior management.
• Champion customer-centric initiatives throughout the organization.
• Stay informed about emerging trends and technologies in customer experience management.

Requirements

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 6 years of experience in customer experience, customer service management, or a related field, with experience managing remote teams.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong understanding of CRM systems, customer feedback tools, and CX metrics.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to analyze data and translate insights into actionable strategies.
• Empathetic and customer-focused mindset with a passion for service excellence.
• Proficiency in working remotely and utilizing collaboration tools.
• Experience in the retail sector is highly desirable.
• A connection to or understanding of the **Soweto, Gauteng, ZA** community is a plus.

Benefits

• Competitive annual salary of ZAR.
• Fully remote work arrangement with flexible scheduling.
• Performance-based bonuses and incentives.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and leadership training.
• Be part of a customer-focused company culture.
• Contribute to significant improvements in customer satisfaction.
• Work from home, serving the **Soweto, Gauteng, ZA** market and beyond.
• Access to cutting-edge CX tools and resources.
• Generous paid time off.