Customer Experience Manager (Remote)

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

Benefits offered by this job

Competitive salary

Health insurance

Paid time off

Retirement plan

Remote work flexibility

Professional development

Job summary

Placements24 seeks a Customer Experience Manager to design and deliver exceptional customer journeys from a fully remote home office. You will shape CX strategy, map journeys, collect feedback, and drive loyalty across channels.

Collaboration with marketing, sales, and support teams is essential to elevate customer satisfaction and retention, including at Soweto operations. The ideal candidate brings 5+ years in CX or customer service leadership, strong analytics, and a passion for

Qualifications

• Bachelor's degree in Marketing, Business, Psychology, or related field.
• 5+ years in CX, customer service management, or related field.
• Proven ability to develop and execute CX strategies.
• Strong journey mapping, service design, and feedback methods.
• Excellent analytical skills with data tools.
• Strong communication and influencing skills.
• Ability to work independently in a remote setting.
• Experience with CRM systems and support platforms.

Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with business goals.
• Map customer journeys and optimize engagement at key touchpoints.
• Gather and analyze customer feedback through surveys, reviews, social media.
• Identify insights from data to drive service improvements.
• Collaborate with internal teams to ensure consistent CX across touchpoints.
• Develop and manage customer service standards and training.
• Lead initiatives to enhance loyalty and retention.
• Monitor CX metrics (NPS, CSAT, CES).
• Champion customer-centric initiatives across the organization.

Skills

CX management

Journey mapping

Data analysis

Communication

Remote work

CRM systems

Education

Bachelor's degree in marketing/related field

Tools

Customer support platforms

CRM systems

Job description

About the Role

Our client, a customer-centric retail organization, is seeking a dedicated and innovative Customer Experience Manager to enhance their service offerings. This is a fully remote position, offering the flexibility to design and implement exceptional customer journeys from your home office. You will be responsible for overseeing all aspects of the customer experience across various touchpoints, ensuring consistency, satisfaction, and loyalty. This role requires a deep understanding of customer behavior, journey mapping, and service design principles. You will collaborate with marketing, sales, and support teams to identify opportunities for improvement and drive initiatives that elevate the customer experience. The ideal candidate will have a proven track record in customer experience management, strong analytical skills, and the ability to champion the voice of the customer within the organization. This is an exciting opportunity to make a significant impact on customer satisfaction and retention for our client. You will be instrumental in developing strategies that foster positive customer relationships and drive long-term engagement. We are passionate about creating memorable customer interactions and are looking for a leader who shares this commitment. Your work will directly influence how customers perceive and interact with our brand across all channels, even if many operations stem from Soweto.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with business goals.
• Map customer journeys and identify key touchpoints to optimize engagement and satisfaction.
• Gather and analyze customer feedback through various channels (surveys, reviews, social media).
• Identify trends and insights from customer data to drive service improvements.
• Collaborate with internal teams to ensure a consistent and high-quality customer experience across all touchpoints.
• Develop and manage customer service standards and training programs.
• Lead initiatives to enhance customer loyalty and retention.
• Monitor and report on key customer experience metrics (NPS, CSAT, CES).
• Champion customer-centric initiatives throughout the organization.

Requirements

• Bachelor's degree in Marketing, Business, Psychology, or a related field.
• Minimum of 5 years of experience in customer experience, customer service management, or a related field.
• Proven ability to develop and execute successful customer experience strategies.
• Strong understanding of customer journey mapping, service design, and feedback mechanisms.
• Excellent analytical skills and proficiency in customer data analysis tools.
• Outstanding communication, interpersonal, and influencing skills.
• Ability to work independently and manage multiple projects in a remote setting.
• Experience with CRM systems and customer support platforms.
• A passion for delivering exceptional customer service.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Retirement savings plan.
• Opportunities for professional development and career advancement in CX.
• Full remote work flexibility for improved work-life balance.
• A collaborative and supportive virtual team environment.