E-commerce Customer Experience Manager

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 480,000 - 760,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Health benefits

Generous paid time off

Hybrid work arrangement

Career growth opportunities

Team-building activities

Supportive management

Job summary

Placements24 is seeking an E-commerce Customer Experience Manager in Nelspruit to elevate online shopper satisfaction across the platform.

You will design and implement strategies, map customer journeys, analyze feedback, and drive initiatives that boost loyalty and retention while collaborating with service, marketing, and product teams.

Qualifications

• Proven experience in CX management, preferably in e-commerce.
• Strong understanding of customer journey mapping, service design and feedback mechanisms.
• Excellent analytical skills with the ability to interpret customer data and derive actionable insights.
• Proficiency in using CX measurement tools and CRM systems.
• Exceptional communication and problem-solving skills.
• Experience in developing and implementing customer service strategies.
• Ability to collaborate effectively with cross-functional teams.

Responsibilities

• Develop and implement strategies to enhance the overall customer experience across the e-commerce platform.
• Map the customer journey to identify pain points and opportunities for improvement.
• Analyze customer feedback, reviews, and support interactions to identify trends and actionable insights.
• Design and implement initiatives to improve customer satisfaction, loyalty, and retention.
• Collaborate with customer service teams to ensure efficient and empathetic issue resolution.
• Work with the UX/UI team to ensure the website provides an intuitive and user-friendly experience.
• Develop and maintain customer service standards and training materials.
• Monitor CX metrics (e.g., NPS, CSAT, CES) and report on performance.
• Stay abreast of best practices and emerging trends in customer experience management.
• Advocate for the customer throughout the organization, ensuring their needs are considered in business decisions.

Skills

CX management

Customer journey mapping

Data analysis

CRM systems

Communication

Cross-functional collaboration

Project management

Service design

Education

Bachelor’s degree or equivalent

Tools

CRM software

Job description

About the Role

Our client is looking for a passionate and customer-centric E-commerce Customer Experience Manager to enhance online shopper satisfaction in Nelspruit . This role is crucial for designing and implementing strategies that create seamless, positive, and memorable interactions across all customer touchpoints. The ideal candidate will have a deep understanding of customer journey mapping, feedback analysis, and service improvement initiatives within an e-commerce context. You will work closely with customer service, marketing, and product teams to ensure our client consistently exceeds customer expectations. This is an exciting opportunity to take ownership of the customer experience and drive loyalty in a dynamic market. The hybrid work model offers a balance between in-office collaboration and remote flexibility in the beautiful region of Nelspruit . We are committed to putting the customer first and continuously improving our service delivery. Join us to elevate the online shopping experience.

Key Responsibilities

• Develop and implement strategies to enhance the overall customer experience across the e-commerce platform.
• Map the customer journey to identify pain points and opportunities for improvement.
• Analyze customer feedback, reviews, and support interactions to identify trends and actionable insights.
• Design and implement initiatives to improve customer satisfaction, loyalty, and retention.
• Collaborate with customer service teams to ensure efficient and empathetic issue resolution.
• Work with the UX/UI team to ensure the website provides an intuitive and user-friendly experience.
• Develop and maintain customer service standards and training materials.
• Monitor key CX metrics (e.g., NPS, CSAT, CES) and report on performance.
• Stay abreast of best practices and emerging trends in customer experience management.
• Advocate for the customer throughout the organization, ensuring their needs are considered in business decisions.

Requirements

• Proven experience in customer experience (CX) management, preferably within e-commerce.
• Strong understanding of customer journey mapping, service design, and feedback mechanisms.
• Excellent analytical skills with the ability to interpret customer data and derive actionable insights.
• Proficiency in using CX measurement tools and CRM systems.
• Exceptional communication, interpersonal, and problem-solving skills.
• Experience in developing and implementing customer service strategies.
• Ability to collaborate effectively with cross-functional teams.
• A degree in Marketing, Business, Psychology, or a related field is preferred.
• Strong project management skills.
• A passion for delivering outstanding customer service.

Benefits

• Competitive salary and performance bonuses.
• Comprehensive health and wellness benefits.
• Generous paid time off.
• Hybrid work arrangement for flexibility.
• Opportunities for career growth and development.
• Work in a customer-focused and innovative environment.
• Contribute to a positive brand reputation.
• Team-building activities and professional networking opportunities.
• Supportive management team.
• Located in scenic Nelspruit .