E-commerce Customer Experience Lead

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

Benefits offered by this job

Hybrid work model

Job summary

Placements24 is seeking an E-commerce Customer Experience Lead in Upington, Northern Cape. You will drive a customer-centric journey across the online experience, collaborating with marketing, sales and product teams to ensure a seamless path from browsing to post-purchase support.

The ideal candidate has 5+ years in CX leadership within e-commerce, strong CRM knowledge, and a passion for using data to improve loyalty and satisfaction.

Qualifications

• 5+ years experience in customer experience management or related e-commerce leadership.
• Proven success in developing customer-centric strategies.
• Strong knowledge of CRM systems and support tech.
• Excellent analytical and problem-solving abilities.
• Strong communication, interpersonal, and leadership skills.
• Experience with feedback tools and surveys.
• Ability to work effectively in a hybrid environment.
• Bachelor's degree in Business Admin / Marketing or related field preferred.
• Familiarity with the Northern Cape market is a plus.

Responsibilities

• Develop and implement strategies to enhance the overall customer experience on the e-commerce platform.
• Oversee customer service operations, ensuring prompt, efficient, and empathetic support.
• Analyze customer feedback, surveys, and support tickets to identify areas for improvement.
• Map the customer journey and identify pain points and opportunities for optimization.
• Collaborate with marketing, sales, and product teams to ensure a cohesive and positive customer experience.
• Develop and manage customer loyalty programs and initiatives to foster repeat business.
• Train and mentor customer service representatives on best practices and company standards.
• Monitor key customer experience metrics (e.g., NPS, CSAT, churn rate) and report on performance.
• Implement and optimize self-service options, such as FAQs and knowledge bases.
• Stay abreast of industry trends in customer experience and e-commerce service.

Skills

CX leadership

Customer experience

CRM systems

Support technologies

Analytical skills

Problem solving

Communication

Interpersonal skills

Leadership

Feedback tools

Survey platforms

Hybrid work

Local market knowledge

Education

Bachelor's degree

Tools

CRM software

Job description

About the Role

Our client is looking for a passionate and customer-centric E-commerce Customer Experience Lead to join their team in Upington, Northern Cape . This role is dedicated to ensuring an exceptional customer journey across all touchpoints of the e-commerce experience, from initial browsing to post-purchase support. The ideal candidate will have a deep understanding of customer psychology, service best practices, and how to leverage technology to enhance satisfaction and loyalty. This position offers a hybrid work model, blending office collaboration with remote flexibility, and is based in Upington .

Key Responsibilities

• Develop and implement strategies to enhance the overall customer experience on the e-commerce platform.
• Oversee customer service operations, ensuring prompt, efficient, and empathetic support.
• Analyze customer feedback, surveys, and support tickets to identify areas for improvement.
• Map the customer journey and identify pain points and opportunities for optimization.
• Collaborate with marketing, sales, and product teams to ensure a cohesive and positive customer experience.
• Develop and manage customer loyalty programs and initiatives to foster repeat business.
• Train and mentor customer service representatives on best practices and company standards.
• Monitor key customer experience metrics (e.g., NPS, CSAT, churn rate) and report on performance.
• Implement and optimize self-service options, such as FAQs and knowledge bases.
• Stay abreast of industry trends in customer experience and e-commerce service.

Requirements

• Proven experience (5+ years) in customer experience management, customer service leadership, or a related role within e-commerce.
• Demonstrated success in developing and implementing customer-centric strategies.
• Strong understanding of customer service principles, CRM systems, and support technologies.
• Excellent analytical and problem-solving skills, with the ability to interpret customer data.
• Exceptional communication, interpersonal, and leadership skills.
• Experience with customer feedback tools and survey platforms.
• Ability to work effectively in a hybrid environment.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Passion for delivering outstanding customer service.
• Familiarity with the Northern Cape market is an advantage.

Benefits

Our client offers a competitive salary, professional development opportunities, and a positive work environment focused on customer satisfaction. Benefits include comprehensive medical aid, retirement savings plans, and performance-based incentives. Employees enjoy access to training programs and the chance to shape the customer experience strategy for a growing e-commerce business. The hybrid model supports work-life balance in the unique setting of Upington .