E-commerce Customer Experience Lead

Placements24; LegKraal Gate; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work model

Medical aid

Retirement fund contributions

Employee discounts

Professional development

Career progression

Job summary

Placements24 is seeking an E-commerce Customer Experience Lead in Mahikeng, North West. This hybrid role shapes customer journeys across online touchpoints, leveraging data to boost satisfaction, loyalty, and retention in a fast-moving online retail environment.

You will collaborate with customer service, marketing and product teams, implement feedback tools, train staff, and drive initiatives to optimize order updates and brand experience.

Qualifications

• Proven experience in customer experience management, preferably within an e-commerce context.
• Strong understanding of customer service principles and best practices.
• Experience with CRM systems and customer feedback tools.
• Excellent analytical skills with the ability to interpret customer data.
• Strong leadership and team management abilities.
• Exceptional communication and interpersonal skills.
• Ability to develop and implement strategic initiatives.
• Proficiency in problem-solving and conflict resolution.

Responsibilities

• Develop and implement customer experience strategies to enhance satisfaction and loyalty.
• Analyze customer feedback, journey maps, and data to identify pain points and opportunities for improvement.
• Oversee customer service operations, setting standards for response times and quality of support.
• Collaborate with marketing and sales teams to ensure a consistent brand experience.
• Implement and manage customer feedback tools and surveys.
• Train and mentor customer service representatives on best practices.
• Identify and implement new technologies or processes to improve customer interactions.
• Monitor key customer experience metrics (e.g., NPS, CSAT, churn rate).
• Champion the voice of the customer throughout the organization.
• Develop and manage proactive communication strategies for order updates and potential issues.

Skills

Customer experience

E-commerce

Data analytics

CRM systems

Leadership

Communication

Education

Bachelor's degree in Business Administration/Marketing

Tools

CRM software

Job description

About the Role

Our client, a forward-thinking online retailer located in Mahikeng, North West, is seeking a passionate and customer-centric E-commerce Customer Experience Lead. This hybrid role is critical in shaping and delivering exceptional customer journeys across all online touchpoints. You will be responsible for developing strategies that enhance customer satisfaction, loyalty, and retention, working closely with customer service, marketing, and product teams. The ideal candidate possesses a deep understanding of e-commerce operations, customer psychology, and the ability to leverage data to drive improvements. You will lead initiatives to streamline customer interactions, resolve issues proactively, and ensure a seamless and positive shopping experience. If you are dedicated to putting the customer first and have a proven track record in improving customer experience within an e-commerce setting, this role offers a blend of remote flexibility and in-office collaboration, providing a great opportunity to make a significant impact.

Key Responsibilities

• Develop and implement customer experience strategies to enhance satisfaction and loyalty.
• Analyze customer feedback, journey maps, and data to identify pain points and opportunities for improvement.
• Oversee customer service operations, setting standards for response times and quality of support.
• Collaborate with marketing and sales teams to ensure a consistent brand experience.
• Implement and manage customer feedback tools and surveys.
• Train and mentor customer service representatives on best practices.
• Identify and implement new technologies or processes to improve customer interactions.
• Monitor key customer experience metrics (e.g., NPS, CSAT, churn rate).
• Champion the voice of the customer throughout the organization.
• Develop and manage proactive communication strategies for order updates and potential issues.

Requirements

• Proven experience in customer experience management, preferably within e-commerce.
• Strong understanding of customer service principles and best practices.
• Experience with CRM systems and customer feedback tools.
• Excellent analytical skills with the ability to interpret customer data.
• Strong leadership and team management abilities.
• Exceptional communication and interpersonal skills.
• Ability to develop and implement strategic initiatives.
• Proficiency in problem-solving and conflict resolution.
• Bachelor's degree in Business Administration, Marketing, or a related field.
• Experience working in a hybrid or remote environment.

Benefits

• Competitive salary and potential for performance bonuses.
• Hybrid work model offering flexibility.
• Comprehensive medical aid and retirement fund contributions.
• Opportunities for professional development and leadership training.
• Employee discounts on company products.
• Collaborative and customer-focused work environment.
• Contribution to shaping a positive customer brand perception.
• Access to resources for improving customer engagement.
• Regular performance evaluations and career progression planning.
• Paid annual leave and sick leave benefits.