E-commerce Customer Experience (CX) Manager

Placements24; East London; Hybrid; ZAR 500,000 - 800,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Life insurance

Training & development

Hybrid work model

Annual leave

Job summary

Placements24 in East London, Eastern Cape, seeks an E-commerce Customer Experience (CX) Manager to shape the end-to-end customer journey across online and offline touchpoints. You will analyze feedback, map journeys, and lead CX initiatives to drive loyalty and repeat business.

The role requires 5+ years in CX or retail, a bachelor’s degree, strong analytics, and the ability to collaborate with marketing, sales, support, and product teams in a hybrid environment.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Psychology, or a related field.
• Minimum of 5 years in CX or related field with e-commerce/retail focus.
• Proven track record of CX strategies improving satisfaction and loyalty.
• Deep understanding of customer journey mapping, user research, and feedback analysis.
• Strong analytical skills using CX metrics to drive decisions.
• Excellent project management and organizational abilities.
• Exceptional communication and influencing skills.
• Experience working in a hybrid model with both remote and in-office teams in East London.

Responsibilities

• Develop and implement a comprehensive CX strategy aligned with objectives and brand values.
• Map the customer journey across digital and physical touchpoints, identifying pain points.
• Analyze feedback from surveys, reviews, social media, and support to derive insights.
• Collaborate with marketing, sales, support, and product teams to implement CX initiatives.
• Design programs to enhance satisfaction, loyalty, and retention.
• Monitor CX metrics like NPS, CSAT, and CLV and report to leadership.
• Champion a customer-centric culture throughout the organization.
• Stay updated on CX trends within e-commerce and manage third-party CX tools as needed.

Skills

CX strategy

Journey mapping

Data analysis

Stakeholder management

Project management

Communication

Hybrid collaboration

Problem solving

Education

Bachelor's degree in Business Admin./Marketing/Psychology

Job description

About the Role

Our client, a forward-thinking leader in the e-commerce sector, is seeking a strategic and customer-centric E-commerce Customer Experience (CX) Manager to join their team in East London, Eastern Cape . This role is pivotal in shaping and enhancing the end-to-end customer journey, ensuring exceptional experiences across all touchpoints, from initial website visit to post-purchase support. You will be responsible for analyzing customer feedback, identifying areas for improvement, and implementing initiatives that foster loyalty and drive repeat business. The ideal candidate possesses a deep understanding of CX best practices, strong analytical skills, and a passion for creating seamless and delightful customer interactions within the online retail environment. This position offers a significant opportunity to impact customer satisfaction and business growth in East London .

Key Responsibilities

Develop and implement a comprehensive customer experience strategy aligned with business objectives and brand values.

Map the customer journey, identify pain points and opportunities for improvement across all digital and physical touchpoints.

Analyze customer feedback from various channels (surveys, reviews, social media, support interactions) to derive actionable insights.

Collaborate with cross-functional teams, including marketing, sales, customer support, and product development, to implement CX initiatives.

Design and oversee the execution of programs to enhance customer satisfaction, loyalty, and retention.

Monitor key CX metrics and KPIs, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Lifetime Value (CLV).

Champion a customer-centric culture throughout the organization.

Stay abreast of industry trends and best practices in customer experience management, particularly within e-commerce.

Manage relationships with third-party CX providers or tools as necessary.

Report on CX performance and present strategic recommendations to senior leadership.

Requirements

• Bachelor's degree in Business Administration, Marketing, Psychology, or a related field.
• Minimum of 5 years of experience in Customer Experience (CX) or a related field, with a strong focus on e-commerce or retail.
• Proven track record of successfully developing and implementing CX strategies that have improved customer satisfaction and loyalty.
• Deep understanding of customer journey mapping, user research, and feedback analysis methodologies.
• Excellent analytical skills with experience in using CX metrics and data to drive decisions.
• Strong project management and organizational skills, with the ability to manage multiple initiatives simultaneously.
• Exceptional communication, interpersonal, and influencing skills.
• Proficiency with CX management tools and platforms.
• A proactive, problem-solving approach with a genuine passion for delivering outstanding customer experiences.
• Experience working within a hybrid model, collaborating effectively with both remote and in-office teams in East London .

Benefits

• Our client offers a competitive salary and comprehensive benefits package for this role in East London, Eastern Cape . Benefits include medical aid, a retirement fund, and life insurance.
• We provide opportunities for professional development, including access to training, workshops, and industry conferences.
• This position operates on a hybrid work model, offering flexibility and work-life balance.
• Enjoy generous annual leave and employee discounts on our client's product range.
• Join a team that values customer-centricity and innovation, and play a key role in shaping exceptional customer experiences.