E-commerce CX Leader — Hybrid Role for Growth

Placements24; LegKraal Gate; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work model

Medical aid

Retirement fund contributions

Employee discounts

Professional development

Career progression

Job summary

Placements24 is seeking an E-commerce Customer Experience Lead in Mahikeng, North West. This hybrid role shapes customer journeys across online touchpoints, leveraging data to boost satisfaction, loyalty, and retention in a fast-moving online retail environment.

You will collaborate with customer service, marketing and product teams, implement feedback tools, train staff, and drive initiatives to optimize order updates and brand experience.

Qualifications

• Proven experience in customer experience management, preferably within an e-commerce context.
• Strong understanding of customer service principles and best practices.
• Experience with CRM systems and customer feedback tools.
• Excellent analytical skills with the ability to interpret customer data.
• Strong leadership and team management abilities.
• Exceptional communication and interpersonal skills.
• Ability to develop and implement strategic initiatives.
• Proficiency in problem-solving and conflict resolution.

Responsibilities

• Develop and implement customer experience strategies to enhance satisfaction and loyalty.
• Analyze customer feedback, journey maps, and data to identify pain points and opportunities for improvement.
• Oversee customer service operations, setting standards for response times and quality of support.
• Collaborate with marketing and sales teams to ensure a consistent brand experience.
• Implement and manage customer feedback tools and surveys.
• Train and mentor customer service representatives on best practices.
• Identify and implement new technologies or processes to improve customer interactions.
• Monitor key customer experience metrics (e.g., NPS, CSAT, churn rate).
• Champion the voice of the customer throughout the organization.
• Develop and manage proactive communication strategies for order updates and potential issues.

Skills

Customer experience

E-commerce

Data analytics

CRM systems

Leadership

Communication

Education

Bachelor's degree in Business Administration/Marketing

Tools

CRM software

Job description

Placements24 is seeking an E-commerce Customer Experience Lead in Mahikeng, North West. This hybrid role shapes customer journeys across online touchpoints, leveraging data to boost satisfaction, loyalty, and retention in a fast-moving online retail environment.

You will collaborate with customer service, marketing and product teams, implement feedback tools, train staff, and drive initiatives to optimize order updates and brand experience.