Customer Experience Manager - Remote Retail

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

Job summary

Placements24 is seeking a Customer Experience Manager to lead remote customer service and engagement initiatives for an online retail business. You will develop strategies to enhance the customer journey, analyze feedback, and empower the support team to deliver exceptional service.

The role emphasizes leadership, customer advocacy, and a strong focus on driving loyalty and repeat business from a fully remote position. Experience in retail or e‑commerce is preferred.

Qualifications

• Proven experience in CX/CS leadership, preferably in retail or e‑commerce.
• Strong data analysis and feedback‑driven approach.
• Excellent remote leadership and communication skills.

Responsibilities

• Develop and execute strategies to enhance the overall customer experience across all online and offline touchpoints.
• Lead and mentor a remote customer support team, setting performance standards and fostering a customer‑centric culture.
• Monitor customer feedback through surveys, reviews, and social media and identify areas for improvement.
• Analyze customer journey data to pinpoint pain points and opportunities for optimization.
• Implement customer loyalty programs and initiatives to increase retention and advocacy.
• Collaborate with marketing, sales, and operations teams to ensure a consistent brand experience.

Skills

Customer experience strategy

Remote team leadership

CRM software

Data analysis

Customer satisfaction

Tools

CRM software

Support platforms

Job description

About the Role

Our client is seeking an empathetic and results-oriented Customer Experience Manager to lead their customer service and engagement initiatives remotely. This role is crucial for ensuring that every customer interaction with the brand is positive, consistent, and exceeds expectations, thereby fostering loyalty and driving repeat business. You will be responsible for developing and implementing strategies that enhance the overall customer journey across all touchpoints, analyzing feedback, and empowering the customer support team to deliver exceptional service. This is a key leadership opportunity for a passionate CX professional to shape the customer-centric culture of an online retail business from a fully remote position.

Key Responsibilities

• Develop and execute strategies to enhance the overall customer experience across all online and offline touchpoints.
• Lead and mentor a remote customer support team, setting performance standards and fostering a customer-centric culture.
• Monitor customer feedback through various channels (surveys, reviews, social media) and identify areas for improvement.
• Analyze customer journey data to pinpoint pain points and opportunities for optimization.
• Implement customer loyalty programs and initiatives to increase retention and advocacy.
• Collaborate with marketing, sales, and operations teams to ensure a consistent brand experience.

Requirements

• Proven experience as a Customer Experience Manager , Customer Service Manager, or similar role, preferably in retail or e-commerce.
• Demonstrated success in developing and implementing customer experience strategies that improve satisfaction and loyalty.
• Strong understanding of customer feedback mechanisms and data analysis.
• Excellent leadership, communication, and interpersonal skills, with the ability to manage a remote team effectively.
• Proficiency with CRM software and customer support platforms.
• A passion for customer advocacy and a deep understanding of customer needs and expectations.

Benefits

• Competitive salary and potential for annual bonuses based on CX metrics.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and flexible remote working arrangements.
• Opportunities for professional development and advanced training in CX best practices.
• A supportive and collaborative remote work environment focused on customer success.