E-commerce Customer Experience Lead

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

Benefits offered by this job

Hybrid work model

Competitive salary

Professional development

Health & wellness benefits

Growth brand experience

Job summary

Placements24 in Vereeniging is seeking an experienced E-commerce Customer Experience Lead to shape how customers interact with our online platform. You will design strategies, oversee service operations, and mentor the team to deliver exceptional support.

You will collaborate with marketing and product teams to ensure a consistent brand experience while driving loyalty, CSAT, and NPS metrics in a hybrid work setting.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• 3+ years in customer experience, customer service management, or related e-commerce role.
• Proven ability to develop and implement CX strategies.
• Excellent understanding of online support channels and service principles.

Responsibilities

• Develop and implement strategies to enhance the customer experience across all e-commerce touchpoints.
• Oversee customer service operations, ensuring timely and effective resolution of inquiries and issues.
• Train and mentor customer service representatives to maintain high service standards.
• Analyze customer feedback, reviews, and survey data to identify areas for improvement.
• Map out the customer journey and identify pain points and opportunities for optimization.
• Collaborate with marketing and product teams to ensure a consistent brand message and experience.
• Develop and maintain customer service policies and procedures.
• Implement customer loyalty programs and initiatives to foster repeat business.
• Monitor key customer experience metrics, such as Net Promoter Score (NPS) and CSAT.
• Stay abreast of emerging trends and best practices in customer experience management.

Skills

Customer experience strategy

Analytical thinking

Written and verbal communication

Leadership & people management

CRM software

Education

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

Tools

CRM software

Customer support tools

Job description

About the Role

Our client is looking for an empathetic and customer-focused E-commerce Customer Experience Lead to join their team in Vereeniging, Gauteng . This role is dedicated to ensuring every customer interaction with our client's online platform is positive, seamless, and memorable. You will be responsible for defining and implementing strategies to enhance the overall customer journey, manage customer service operations, and gather feedback for continuous improvement. The ideal candidate has a deep understanding of customer service best practices, excellent communication skills, and a passion for creating exceptional online experiences. This hybrid role allows for flexibility while contributing to the success of our client in Vereeniging .

Key Responsibilities

• Develop and implement strategies to enhance the customer experience across all e-commerce touchpoints.
• Oversee customer service operations, ensuring timely and effective resolution of inquiries and issues.
• Train and mentor customer service representatives to maintain high service standards.
• Analyze customer feedback, reviews, and survey data to identify areas for improvement.
• Map out the customer journey and identify pain points and opportunities for optimization.
• Collaborate with marketing and product teams to ensure a consistent brand message and experience.
• Develop and maintain customer service policies and procedures.
• Implement customer loyalty programs and initiatives to foster repeat business.
• Monitor key customer experience metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
• Stay abreast of emerging trends and best practices in customer experience management.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• 3+ years of experience in customer experience, customer service management, or a related e-commerce role.
• Proven ability to develop and implement successful customer experience strategies.
• Excellent understanding of customer service principles and online support channels.
• Strong analytical and problem-solving skills.
• Exceptional written and verbal communication skills.Leadership and team management experience.
• Proficiency in CRM software and customer support tools.
• Ability to work effectively in a hybrid environment.
• Passion for delivering outstanding customer service.

Benefits

• Competitive salary package based on experience.
• Hybrid work model offering flexibility and work-life balance.
• Opportunity to shape customer experiences for a growing brand.
• Professional development and training opportunities.
• Work in a supportive and customer-centric team environment.
• Contribute significantly to customer loyalty and retention efforts.
• Health and wellness benefits.
• Located in the accessible area of Vereeniging .