E-commerce Customer Experience Manager

Placements24; Upington; Hybrid; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Hybrid work arrangement

Health benefits

Employee discounts

Professional development

Job summary

Placements24 in Upington, Northern Cape, seeks an experienced E-commerce Customer Experience Manager to design and oversee strategies across the online platform. You will analyze feedback, map journeys, and drive initiatives to boost satisfaction, loyalty, and retention, blending in-office collaboration with remote flexibility.

You will partner with marketing, sales, and product teams to ensure a cohesive customer journey; oversee service operations; implement loyalty programs and personalized

Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 4-6 years of experience in customer experience, customer service management, or a related role within e-commerce.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong understanding of customer journey mapping and feedback analysis.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with customer service software and CRM systems.
• Analytical skills with the ability to interpret data and translate insights into actionable strategies.
• Proficiency in conducting customer surveys and analyzing results.
• Ability to work collaboratively with cross-functional teams.
• Must be able to work a hybrid schedule from our office in Upington, Northern Cape.

Responsibilities

• Develop and implement a comprehensive customer experience strategy for the e-commerce platform.
• Analyze customer feedback from surveys, reviews, and support tickets to identify pain points and opportunities.
• Map out customer journeys and identify key touchpoints for optimization.
• Collaborate with marketing, sales, and product teams to ensure a cohesive and positive customer experience.
• Oversee customer service operations, ensuring timely and effective resolution of inquiries and issues.
• Implement initiatives to improve customer retention and loyalty, such as loyalty programs and personalized communications.
• Monitor key customer experience metrics (NPS, CSAT, CES) and report on performance.
• Stay informed about best practices in customer experience management and e-commerce trends.
• Champion a customer-centric culture throughout the organization.
• Develop and train customer-facing staff on best practices for customer interaction.

Skills

Customer experience

Customer service management

Journey mapping

Data analysis

CRM systems

Cross-functional collaboration

Education

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

Tools

CRM software

Job description

About the Role

Our client, a leading online retailer based in Upington, Northern Cape , is seeking an experienced and customer-focused E-commerce Customer Experience Manager. This role is crucial for designing, implementing, and overseeing strategies that enhance the overall customer journey across all touchpoints of the e-commerce platform. You will be responsible for analyzing customer feedback, identifying areas for improvement, and implementing initiatives to boost customer satisfaction, loyalty, and retention. The ideal candidate has a deep understanding of customer behavior, excellent communication skills, and a passion for creating exceptional online experiences. This position offers a hybrid work model, providing a blend of in-office collaboration in Upington, Northern Cape and remote flexibility.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy for the e-commerce platform.
• Analyze customer feedback from various channels (surveys, reviews, support tickets) to identify pain points and opportunities.
• Map out customer journeys and identify key touchpoints for optimization.
• Collaborate with marketing, sales, and product teams to ensure a cohesive and positive customer experience.
• Oversee customer service operations, ensuring timely and effective resolution of inquiries and issues.
• Implement initiatives to improve customer retention and loyalty, such as loyalty programs and personalized communications.
• Monitor key customer experience metrics (NPS, CSAT, CES) and report on performance.
• Stay informed about best practices in customer experience management and e-commerce trends.
• Champion a customer-centric culture throughout the organization.
• Develop and train customer-facing staff on best practices for customer interaction.

Requirements

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 4-6 years of experience in customer experience, customer service management, or a related role within e-commerce.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong understanding of customer journey mapping and feedback analysis.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with customer service software and CRM systems.
• Analytical skills with the ability to interpret data and translate insights into actionable strategies.
• Proficiency in conducting customer surveys and analyzing results.
• Ability to work collaboratively with cross-functional teams.
• Must be able to work a hybrid schedule from our office in Upington, Northern Cape.

Benefits

• Competitive salary and performance-based bonuses.
• Hybrid work arrangement offering flexibility.
• Opportunity to significantly impact customer satisfaction and loyalty.
• Be part of a customer-centric team in Upington, Northern Cape.
• Access to professional development and training programs.
• Comprehensive health and wellness benefits.
• Employee discounts on products.
• A role with substantial influence over business strategy.
• Regular team collaboration and strategy sessions.
• Supportive work environment focused on creating excellent customer journeys.