E-commerce Customer Experience Manager

Placements24; Soweto; On-site; ZAR 550,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Professional growth opportunities

Job summary

Placements24 is seeking an E-commerce Customer Experience Manager in Soweto, Gauteng. You will lead initiatives to enhance the customer journey, oversee service operations, and collaborate with UX/UI to improve site usability.

A data-driven leader will drive CX improvements and post-purchase engagement to foster loyalty. The role emphasizes strategic CX management, team leadership, and ongoing optimization of the online shopping experience to boost satisfaction and repeat business.

Qualifications

• Bachelor's degree or equivalent in business, marketing, or related field.
• Minimum 5 years in customer experience, customer service leadership, or e-commerce operations.

Responsibilities

• Develop strategies to enhance customer experience across digital touchpoints.
• Map customer journey, identify friction, implement improvements to reduce churn.
• Oversee customer service operations with timely, professional resolutions.
• Analyze feedback to identify improvement areas and drive changes.
• Collaborate with UX/UI to optimize navigation and usability.
• Develop post-purchase engagement and communications.
• Train and mentor customer service reps.
• Monitor KPIs and report trends to leadership.
• Advocate for customer needs in business decisions.

Skills

CX strategy

Journey mapping

CRM systems

Data-driven decisions

Leadership

Analytical mindset

Communication

E-commerce

Education

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

Tools

CRM platforms

Analytics tools

Job description

About the Role

Our client, a prominent online retailer, is looking for a passionate and customer-centric E-commerce Customer Experience Manager to join their team in Soweto, Gauteng . This role is dedicated to ensuring a consistently exceptional experience for every customer interacting with their online platform. The ideal candidate will have a deep understanding of customer journey mapping, a flair for identifying pain points, and a proven ability to implement strategies that enhance customer satisfaction and loyalty. You will lead initiatives to improve website usability, customer service interactions, post-purchase engagement, and overall brand perception. This position is key to fostering a loyal customer base and driving repeat business for our client.

Key Responsibilities

• Develop and implement strategies to enhance the overall customer experience across all digital touchpoints.
• Map the customer journey, identify friction points, and implement solutions to improve satisfaction and reduce churn.
• Oversee customer service operations, ensuring timely, professional, and effective resolution of customer inquiries and issues.
• Analyze customer feedback, reviews, and surveys to identify areas for improvement and implement changes.
• Collaborate with the UX/UI design team to optimize website navigation, usability, and overall user flow.
• Develop and implement post-purchase engagement strategies, including order confirmations, shipping updates, and follow-up communications.
• Train and mentor customer service representatives, ensuring they are equipped with the knowledge and tools to provide outstanding support.
• Monitor customer service metrics and KPIs, reporting on performance and identifying trends.
• Advocate for the customer within the organization, ensuring their needs and perspectives are considered in all business decisions.
• Stay abreast of industry best practices in customer experience management and e-commerce trends.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in customer experience, customer service management, or e-commerce operations, with a focus on customer satisfaction.
• Proven experience in customer journey mapping and implementing CX improvement initiatives.
• Strong understanding of customer relationship management (CRM) systems and customer service software.
• Excellent communication, interpersonal, and problem-solving skills.
• Leadership experience with the ability to manage and motivate a team.
• Data-driven approach to decision-making, with the ability to analyze customer feedback and metrics.
• Proficiency in using analytics tools to track customer behavior and satisfaction.
• Ability to work effectively in a fast-paced e-commerce environment.
• Experience within the Soweto, Gauteng business community is an advantage.

Benefits

Our client offers a competitive salary and a comprehensive benefits package. This role provides a significant opportunity to shape and elevate the customer experience for a leading e-commerce brand in Soweto, Gauteng . You will be part of a dedicated team focused on building lasting customer relationships and driving business success. Our client is committed to professional growth and development, offering continuous learning opportunities. Join a company that places customer satisfaction at its core and contributes to the vibrant economy of Gauteng . Be instrumental in creating loyal customers and fostering brand advocacy.