E-commerce CX Leader | Hybrid | East London

Placements24; East London; Hybrid; ZAR 500,000 - 800,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Life insurance

Training & development

Hybrid work model

Annual leave

Job summary

Placements24 in East London, Eastern Cape, seeks an E-commerce Customer Experience (CX) Manager to shape the end-to-end customer journey across online and offline touchpoints. You will analyze feedback, map journeys, and lead CX initiatives to drive loyalty and repeat business.

The role requires 5+ years in CX or retail, a bachelor’s degree, strong analytics, and the ability to collaborate with marketing, sales, support, and product teams in a hybrid environment.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Psychology, or a related field.
• Minimum of 5 years in CX or related field with e-commerce/retail focus.
• Proven track record of CX strategies improving satisfaction and loyalty.
• Deep understanding of customer journey mapping, user research, and feedback analysis.
• Strong analytical skills using CX metrics to drive decisions.
• Excellent project management and organizational abilities.
• Exceptional communication and influencing skills.
• Experience working in a hybrid model with both remote and in-office teams in East London.

Responsibilities

• Develop and implement a comprehensive CX strategy aligned with objectives and brand values.
• Map the customer journey across digital and physical touchpoints, identifying pain points.
• Analyze feedback from surveys, reviews, social media, and support to derive insights.
• Collaborate with marketing, sales, support, and product teams to implement CX initiatives.
• Design programs to enhance satisfaction, loyalty, and retention.
• Monitor CX metrics like NPS, CSAT, and CLV and report to leadership.
• Champion a customer-centric culture throughout the organization.
• Stay updated on CX trends within e-commerce and manage third-party CX tools as needed.

Skills

CX strategy

Journey mapping

Data analysis

Stakeholder management

Project management

Communication

Hybrid collaboration

Problem solving

Education

Bachelor's degree in Business Admin./Marketing/Psychology

Job description

Placements24 in East London, Eastern Cape, seeks an E-commerce Customer Experience (CX) Manager to shape the end-to-end customer journey across online and offline touchpoints. You will analyze feedback, map journeys, and lead CX initiatives to drive loyalty and repeat business.

The role requires 5+ years in CX or retail, a bachelor’s degree, strong analytics, and the ability to collaborate with marketing, sales, support, and product teams in a hybrid environment.