E-commerce Customer Experience Manager

Placements24; Siyancuma Local Municipality; On-site; ZAR 500,000 - 900,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Paid leave and holidays

Training opportunities

Employee discounts

Job summary

Placements24 is seeking an experienced E-commerce Customer Experience Manager in Upington, Northern Cape. Lead and optimize the customer journey, oversee a service team, and drive loyalty through data-driven CX initiatives.

You will analyze feedback, map journeys, collaborate with marketing and product teams, and implement policies to elevate customer satisfaction. Strong leadership and CRM skills are essential for success in this role.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 5 years in customer experience or service management, preferably in ecommerce.
• Proven experience in developing customer-centric strategies.
• Strong understanding of journey mapping and UX principles.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency with CRM software and customer feedback tools.
• Ability to analyze data and derive actionable insights.
• Experience in training customer service teams.
• Problem-solving with focus on customer satisfaction.
• Passion for delivering exceptional service.

Responsibilities

• Develop and implement strategies to enhance the overall customer experience across all e-commerce touchpoints.
• Oversee and manage the customer service team, ensuring prompt, professional resolution of inquiries.
• Analyze feedback, reviews, and survey data to identify pain points and opportunities.
• Map customer journeys and identify opportunities to optimize UX and satisfaction.
• Collaborate with marketing, product, and operations to ensure a consistent brand experience.
• Develop and maintain customer service standards, policies, and training materials.
• Implement loyalty programs to foster retention and advocacy.
• Monitor CX metrics (CSAT, NPS, CES) and report on performance.
• Stay updated with CX best practices and ecommerce trends.
• Manage online brand reputation by responding to reviews and feedback.

Skills

Leadership

Communication

CRM proficiency

Data analysis

Team training

Education

Bachelor's degree

Tools

CRM software

Customer feedback tools

Job description

About the Role

Our client is looking for an experienced and customer-centric E-commerce Customer Experience Manager to lead and enhance the customer journey for their online operations in Upington, Northern Cape . This role is pivotal in ensuring every customer interaction, from website navigation to post-purchase support, is positive, efficient, and memorable. The ideal candidate will possess a deep understanding of customer psychology, excellent communication skills, and a proven ability to develop and implement strategies that foster customer loyalty and satisfaction. You will be responsible for overseeing customer service operations, analyzing customer feedback, and identifying areas for improvement across all touchpoints of the e-commerce platform. This is an exciting opportunity to make a tangible difference in customer relationships and contribute to the growth of our client's brand within the unique market of Upington, Northern Cape . Join a dedicated team focused on delivering exceptional service and building lasting customer relationships.

Key Responsibilities

• Develop and implement comprehensive strategies to enhance the overall customer experience across all e-commerce touchpoints.
• Oversee and manage the customer service team, ensuring prompt, professional, and effective resolution of customer inquiries and issues.
• Analyze customer feedback, reviews, and survey data to identify pain points and areas for improvement.
• Map out customer journeys and identify opportunities to optimize user experience and satisfaction.
• Collaborate with marketing, product, and operations teams to ensure a consistent and positive brand experience.
• Develop and maintain customer service standards, policies, and training materials.
• Implement loyalty programs and initiatives to foster customer retention and advocacy.
• Monitor key customer experience metrics (e.g., CSAT, NPS, Customer Effort Score) and report on performance.
• Stay up-to-date with best practices in customer experience management and e-commerce trends.
• Manage the online reputation of the brand by responding to reviews and feedback.

Requirements

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer experience, customer service management, or a related role, preferably in e-commerce.
• Proven experience in developing and implementing customer-centric strategies.
• Strong understanding of customer journey mapping and user experience principles.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in using customer relationship management (CRM) software and customer feedback tools.
• Demonstrated ability to analyze customer data and derive actionable insights.
• Experience in managing and training customer service teams.
• Problem-solving skills with a focus on customer satisfaction.
• Passionate about delivering exceptional customer service.

Benefits

• Competitive annual salary package of up to R .
• Opportunity to lead customer experience initiatives for an e-commerce business.
• Based in the strategically located city of Upington, Northern Cape .
• Comprehensive medical aid and retirement fund.
• Generous paid leave and holiday allowance.
• Professional development and training opportunities.
• Employee discounts on company products.
• A positive and supportive work environment.
• Team social events.