E-commerce Customer Experience Lead

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 700.000 - 1.000.000; Vollzeit

Benefits dieser Stelle

Hybrid work arrangement

Health benefits

Employee discounts

Paid time off

Zusammenfassung

WhatJobs Direct in Nelspruit, Mpumalanga seeks an E-commerce Customer Experience Lead to own the end-to-end customer journey. You will work with marketing, sales, operations and product teams to ensure interactions are positive and seamless.

4–6 years in e-commerce CX, track record of CX initiatives, strong UX mapping and leadership are required. Hybrid work with benefits and growth opportunities.

Qualifikationen

• Bachelor's degree in Business Administration, Marketing, Communications, or related field.
• 4–6 years of experience in customer experience or CX management in e-commerce.
• Proven track record of CX initiatives.
• Strong knowledge of customer journey mapping and UX principles.
• Experience with CRM systems and customer support software.
• Excellent analytical and problem-solving skills.
• Strong communication, interpersonal and leadership abilities.
• Ability to collaborate with cross-functional teams.
• Proficient in using customer feedback and analytics tools.
• Passion for outstanding customer service and brand perception.

Aufgaben

• Develop and implement a comprehensive CX strategy for the e-commerce platform.
• Map and analyze the customer journey to identify touchpoints for enhancement.
• Improve customer satisfaction, retention and loyalty initiatives.
• Oversee and optimize email, chat, and phone support channels.
• Gather feedback via surveys, reviews, and social media monitoring.
• Collaborate with product and web teams to improve UI/UX.
• Develop and maintain customer service standards and training materials.
• Monitor CX metrics such as NPS, CSAT and CES.
• Identify trends in inquiries to address potential issues.
• Champion a customer-centric culture across the organization.

Kenntnisse

Customer experience strategy

Customer journey mapping

UX principles

Analytical thinking

Communication skills

Leadership

Cross-functional collaboration

CRM systems

Problem-solving

Data interpretation

Ausbildung

Bachelor's degree in Business Administration, Marketing, Communications, or related field

Tools

CRM systems

Customer support software

Jobbeschreibung

About the Role

Our client, WhatJobs Direct, a leader in the e-commerce and social media sector, is searching for a passionate and customer-centric E-commerce Customer Experience Lead to join their team in Nelspruit, Mpumalanga. This role is crucial in ensuring that every customer interaction with our brand, across all digital touchpoints, is positive, seamless, and memorable. You will be responsible for developing and implementing strategies that enhance the overall customer journey, from initial discovery to post-purchase support. The ideal candidate will have a deep understanding of customer behavior, experience in customer service management, and a talent for creating exceptional online experiences. You will work closely with marketing, sales, operations, and product development teams to identify pain points and opportunities for improvement. If you are dedicated to putting the customer first and have a proven ability to drive customer satisfaction and loyalty within an e-commerce context, this is the perfect opportunity for you in Nelspruit.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy for the e-commerce platform.
• Map and analyze the customer journey, identifying key touchpoints and opportunities for enhancement.
• Implement initiatives to improve customer satisfaction, retention, and loyalty.
• Oversee and optimize customer support channels, including email, chat, and phone support, ensuring timely and effective issue resolution.
• Gather and analyze customer feedback through surveys, reviews, and social media monitoring.
• Collaborate with product and web development teams to improve website usability and user interface (UI/UX).
• Develop and maintain customer service standards and training materials for support staff.
• Monitor key customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Identify trends in customer inquiries and feedback to proactively address potential issues.
• Champion a customer-centric culture throughout the organization.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 4-6 years of experience in customer experience, customer service management, or a related role within the e-commerce industry.
• Proven track record of developing and implementing successful customer experience initiatives.
• Strong understanding of customer journey mapping, user experience (UX) principles, and customer service best practices.
• Experience with CRM systems and customer support software.
• Excellent analytical and problem-solving skills, with the ability to interpret customer feedback and data.
• Exceptional communication, interpersonal, and leadership skills.
• Ability to collaborate effectively with cross-functional teams.
• Proficiency in using customer feedback and analytics tools.
• Passion for delivering outstanding customer service and creating positive brand perceptions.

Benefits

• Competitive annual salary of R .
• Hybrid work arrangement providing flexibility in Nelspruit, Mpumalanga.
• Opportunity to shape the customer experience for a growing e-commerce brand.
• Professional development opportunities and training in customer experience best practices.
• Collaborative and supportive work environment.
• Comprehensive health and wellness benefits.
• Paid time off and company holidays.
• Employee discounts on our extensive range of products.