E-commerce CX Manager: Elevate Customer Experience

Placements24; Soweto; On-site; ZAR 550,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Professional growth opportunities

Job summary

Placements24 is seeking an E-commerce Customer Experience Manager in Soweto, Gauteng. You will lead initiatives to enhance the customer journey, oversee service operations, and collaborate with UX/UI to improve site usability.

A data-driven leader will drive CX improvements and post-purchase engagement to foster loyalty. The role emphasizes strategic CX management, team leadership, and ongoing optimization of the online shopping experience to boost satisfaction and repeat business.

Qualifications

• Bachelor's degree or equivalent in business, marketing, or related field.
• Minimum 5 years in customer experience, customer service leadership, or e-commerce operations.

Responsibilities

• Develop strategies to enhance customer experience across digital touchpoints.
• Map customer journey, identify friction, implement improvements to reduce churn.
• Oversee customer service operations with timely, professional resolutions.
• Analyze feedback to identify improvement areas and drive changes.
• Collaborate with UX/UI to optimize navigation and usability.
• Develop post-purchase engagement and communications.
• Train and mentor customer service reps.
• Monitor KPIs and report trends to leadership.
• Advocate for customer needs in business decisions.

Skills

CX strategy

Journey mapping

CRM systems

Data-driven decisions

Leadership

Analytical mindset

Communication

E-commerce

Education

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

Tools

CRM platforms

Analytics tools

Job description

Placements24 is seeking an E-commerce Customer Experience Manager in Soweto, Gauteng. You will lead initiatives to enhance the customer journey, oversee service operations, and collaborate with UX/UI to improve site usability.

A data-driven leader will drive CX improvements and post-purchase engagement to foster loyalty. The role emphasizes strategic CX management, team leadership, and ongoing optimization of the online shopping experience to boost satisfaction and repeat business.