E-commerce CX Lead - Hybrid, Drive Customer Delight

Placements24; Vereeniging; Híbrido; ZAR 600 000 - 900 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work model

Competitive salary

Professional development

Health & wellness benefits

Growth brand experience

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Customer experience strategy

Analytical thinking

Written and verbal communication

Leadership & people management

CRM software

Formação académica

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

Ferramentas

CRM software

Customer support tools

Descrição da oferta de emprego

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.