Customer Experience Manager - WhatJobs Direct Port Elizabeth

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

Benefits offered by this job

Fully remote work arrangement

Competitive compensation and bonuses

Professional development opportunities

Job summary

Placements24 is seeking a seasoned Customer Experience Manager to lead CX initiatives for a prominent retail client in a fully remote setup across South Africa. You will design strategies to improve satisfaction and loyalty, analyze feedback and journey data, and drive cross-functional collaborations to ensure a seamless brand experience.

The role emphasizes customer-centric leadership, data-driven decision making, and scaling CX tools to optimise digital channels.

Qualifications

• Minimum 4 years in customer experience or related role, preferably retail.
• Proven ability to design and implement CX strategies.
• Strong data interpretation and actionable insights.
• Experience with journey mapping and CRM.

Responsibilities

• Develop and execute CX strategies to boost satisfaction and retention.
• Analyze feedback, journeys, and behavior data to identify improvements.
• Design customer service protocols and staff training.
• Collaborate with marketing, sales, product for consistent brand experience.
• Manage digital service channels (social, email, chat).
• Track KPIs for satisfaction, loyalty, and NPS.
• Identify and implement new CX tools and tech.
• Champion a customer-centric culture.
• Oversee customer feedback systems and escalations.
• Stay updated on CX best practices and trends.

Skills

Customer experience

Data analysis

CRM principles

Stakeholder management

Social media management

Training & development

Remote work

Education

Bachelor's degree in Marketing/Business Administration/Psychology

Tools

CRM software

Analytics tools

Social media platforms

Job description

About the Role

Our client, a customer-centric retail enterprise, is actively seeking an experienced and passionate Customer Experience Manager to spearhead initiatives aimed at enhancing customer satisfaction and loyalty in Port Elizabeth, Eastern Cape . This remote-first role will involve designing and implementing strategies that create seamless and positive customer journeys across all touchpoints. You will be responsible for analyzing customer feedback, identifying pain points, and developing solutions that elevate the overall brand experience. The ideal candidate will possess a deep understanding of customer service principles, exceptional analytical skills, and a proven ability to drive customer-centric change within a retail environment. This is a unique opportunity to shape customer interactions for a prominent organization from anywhere, with a strong focus on impact rather than physical presence.

Key Responsibilities

• Develop and execute comprehensive customer experience strategies to enhance satisfaction and retention.
• Analyze customer feedback, journey maps, and behavior data to identify areas for improvement.
• Design and implement customer service protocols and training programs for front-line staff.
• Collaborate with marketing, sales, and product teams to ensure a consistent and positive brand experience.
• Manage and optimize digital customer service channels, including social media, email, and chat support.
• Develop and track key performance indicators (KPIs) related to customer satisfaction, loyalty, and Net Promoter Score (NPS).
• Identify and implement new technologies and tools to improve customer engagement and service delivery.
• Champion a customer-centric culture throughout the organization.
• Manage customer feedback systems and ensure timely resolution of escalated customer issues.
• Stay updated on industry best practices and emerging trends in customer experience management.

Requirements

• A minimum of 4 years of experience in customer experience, customer service management, or a related role, preferably within the retail sector.
• Proven track record of designing and implementing successful customer experience strategies.
• Strong analytical skills with the ability to interpret complex data and translate insights into actionable plans.
• Excellent understanding of customer journey mapping, service design, and CRM principles.
• Exceptional communication, interpersonal, and stakeholder management skills.
• Experience in managing online customer service platforms and social media engagement.
• Proficiency in customer feedback and analytics tools.
• Bachelor's degree in Marketing, Business Administration, Psychology, or a related field is preferred.
• Ability to work independently and manage projects effectively in a remote setting.
• Deep understanding of customer needs and expectations in the South African retail market.

Benefits

• Competitive salary and performance-based incentives.
• Fully remote work arrangement, offering exceptional flexibility.
• Opportunity to lead customer experience initiatives for a respected brand.
• Professional development and continuous learning opportunities.
• Access to cutting-edge customer experience tools and technologies.
• Collaborative and innovative remote team environment.