Customer Experience Project Lead – East London

Placements24; East London; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Comprehensive medical aid

Retirement fund benefits

Performance-based incentives

Job summary

Placements24 in East London, Eastern Cape, is seeking a proactive Project Manager to drive customer experience enhancement initiatives. You will lead CX projects, define scope and KPIs, and manage timelines and budgets.

Responsibilities include coordinating CS, sales, marketing and IT, overseeing CRM upgrades and new engagement tools, and analyzing feedback to guide strategy. Hybrid work is available for a role with a direct impact on customer loyalty.

Qualifications

• 5+ years in project management with a focus on customer experience or CX initiatives.
• Proven track record of improving customer satisfaction or retention.
• Strong CRM, customer journey mapping, and customer service best practices.
• Excellent analytical and problem-solving skills with data interpretation ability.
• Proficiency with PM software (Asana, Trello, MS Project) and CRM systems.

Responsibilities

• Lead planning, execution, and delivery of customer experience projects.
• Define scope, objectives, KPIs related to customer satisfaction.
• Create detailed plans with timelines, resources, and budgets.
• Manage cross-functional teams across CS, sales, marketing, and IT.
• Oversee rollout of CRM systems, chatbots, and feedback platforms.
• Analyze feedback and service data to identify improvements.
• Manage risks and issues to minimize disruption to operations.
• Communicate status updates and reports to stakeholders.
• Ensure deliverables align with customer service strategy and brand.
• Conduct post-project evaluations to capture lessons learned.

Skills

CRM systems

Journey mapping

PM software

Stakeholder comms

Cross-functional leadership

Education

Bachelor's degree

Tools

Asana

Trello

MS Project

CRM platforms

Job description

Placements24 in East London, Eastern Cape, is seeking a proactive Project Manager to drive customer experience enhancement initiatives. You will lead CX projects, define scope and KPIs, and manage timelines and budgets.

Responsibilities include coordinating CS, sales, marketing and IT, overseeing CRM upgrades and new engagement tools, and analyzing feedback to guide strategy. Hybrid work is available for a role with a direct impact on customer loyalty.