Customer Experience Manager - Retail

Placements24; East London; Hybrid; ZAR 1,149,000 - 1,805,000; Full time

Benefits offered by this job

Bonus potential

Health Insurance

Paid time off

Professional growth

Remote-friendly culture

Job summary

Placements24 is seeking a Customer Experience Manager to lead remote CX initiatives across retail/e-commerce. You will define and implement strategies to enhance every touchpoint, analyze feedback, and collaborate with marketing, sales, product and support to deliver outstanding service.

This role emphasizes data-driven improvement, a customer-first culture, and the ability to drive loyalty through measured metrics like NPS, CSAT, and CLV in a remote-first environment.

Qualifications

• Bachelor's degree in Business, Marketing, or related field.
• 5+ years of customer experience management in retail or e-commerce.
• Proven ability to develop and implement CX strategies.
• Strong analytical skills with experience in customer feedback data.
• Excellent communication and remote collaboration skills.

Responsibilities

• Develop and execute a comprehensive CX strategy aligned with business goals.
• Analyze feedback, journeys, and data to identify pain points.
• Collaborate with marketing, sales, product, and support to implement CX initiatives.
• Design and optimize customer service processes for consistent interactions.
• Monitor CX metrics (NPS, CSAT, CLV) and report progress.
• Champion a customer-first culture via remote communication.

Skills

Customer experience leadership

Strategy development

Data analysis

Remote collaboration

Stakeholder management

Education

Bachelor's degree in Business/Marketing

Tools

Feedback tools

Job description

Our client is seeking an innovative and customer-centric Customer Experience Manager to join their team, working entirely remotely. You will be instrumental in defining and implementing strategies to enhance the overall customer journey across all touchpoints of their retail business. This role involves analyzing customer feedback, identifying areas for improvement, and collaborating with various departments to deliver exceptional service and build lasting customer loyalty. This is a key opportunity for a passionate customer experience professional to shape strategy and drive positive change in a remote-first setting.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business goals.
• Analyze customer feedback, journey maps, and data to identify pain points and opportunities for improvement.
• Collaborate with cross-functional teams (marketing, sales, product, support) to implement customer-centric initiatives.
• Design and optimize customer service processes and protocols to ensure consistent, high-quality interactions.
• Champion a customer-first culture throughout the organization via remote communication channels.
• Monitor key customer experience metrics (NPS, CSAT, CLV) and report on progress.

Requirements

• Bachelor's degree in Business, Marketing, or a related field.
• 5+ years of experience in customer experience management, preferably in retail or e-commerce.
• Proven ability to develop and implement successful customer experience strategies.
• Strong analytical skills with experience in using customer feedback tools and data analysis.
• Excellent communication, presentation, and interpersonal skills for remote collaboration.
• Demonstrated passion for understanding and improving the customer journey.

Benefits

• Competitive annual salary and potential for bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Opportunities for professional growth and skill development.
• A supportive and flexible remote work environment fostering innovation.