Customer Experience Manager - E-commerce

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

Benefits offered by this job

Competitive salary

Fully remote

Health, dental, and vision insurance

Flexible work culture

Opportunities to lead CX initiatives

Job summary

Placements24 is seeking a Customer Experience Manager to lead the e-commerce journey from a fully remote position. Drive strategies to improve satisfaction, loyalty, and reduce churn across all online touchpoints.

You will collaborate with product, marketing, and engineering teams to deliver a seamless customer journey, monitor NPS/CSAT/CLV, and foster a customer-centric culture in a growing online retailer.

Qualifications

• Proven experience in customer experience roles, ideally in e-commerce.
• Strong ability to map end-to-end customer journeys.
• Experience with CRM and analytics tools.
• Strategic thinker with project management skills.

Responsibilities

• Develop and execute a customer experience strategy for the ecommerce platform.
• Analyze feedback and journey data to identify improvements.
• Enhance website usability and checkout experiences.
• Oversee support operations and ensure quick resolutions.
• Collaborate with product, marketing, and engineering to smooth the journey.
• Track CX metrics (NPS, CSAT, CLV).

Skills

Customer experience strategy

Journey mapping

UX/UI principles

CRM systems

Analytics platforms

Cross-functional leadership

Remote collaboration

Tools

CRM platforms

Analytics tools

Job description

About the Role

Our client is seeking a passionate and strategic Customer Experience Manager to lead and enhance their e-commerce customer journey from a fully remote position. You will be responsible for designing and implementing strategies that ensure exceptional customer satisfaction across all online touchpoints, from website interaction to post-purchase support. This role requires a deep understanding of customer behavior, digital platforms, and service excellence. You will drive initiatives to improve customer loyalty, reduce churn, and foster a customer-centric culture within the organization, working collaboratively with cross-functional teams in a virtual setting. This is an exciting remote opportunity to shape the future of customer experience for a growing online retailer.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy for the e-commerce platform.
• Analyze customer feedback, behavior data, and journey maps to identify areas for improvement.
• Implement initiatives to enhance website usability, streamline checkout processes, and personalize customer interactions.
• Oversee customer support operations, ensuring prompt and effective resolution of inquiries and issues.
• Collaborate with product, marketing, and engineering teams to deliver a seamless customer journey.
• Establish and track key customer experience metrics (e.g., NPS, CSAT, Customer Lifetime Value).

Requirements

• Proven experience as a Customer Experience Manager or in a similar customer-focused role, preferably in e-commerce.
• Strong understanding of customer journey mapping, UX/UI principles, and service design.
• Experience with CRM systems, customer feedback tools, and analytics platforms.
• Excellent strategic thinking, problem-solving, and project management skills.
• Ability to lead and influence cross-functional teams in a remote environment.
• Exceptional communication and interpersonal skills.

Benefits

• Competitive salary and performance-driven bonuses.
• Fully remote work arrangement offering significant flexibility.
• Opportunities to innovate and lead customer experience initiatives.
• Comprehensive health, dental, and vision insurance.
• A collaborative and forward-thinking virtual work culture.