E-commerce CX Leader — Drive Customer Journeys & Loyalty

Placements24; Siyancuma Local Municipality; Sur place; ZAR 500 000 - 900 000; Plein temps

Avantages offerts par ce poste

Medical aid

Retirement fund

Paid leave and holidays

Training opportunities

Employee discounts

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Communication

CRM proficiency

Data analysis

Team training

Formation

Bachelor's degree

Outils

CRM software

Customer feedback tools

Description du poste

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.