Head of Customer Experience - E-commerce Retail

Placements24; East London; Hybrid; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Performance bonuses

Medical aid

Retirement fund

Hybrid work model

Professional development

Stock options or profit-sharing (may)

Job summary

Placements24 in East London is seeking a Head of Customer Experience to lead our client's CX strategy across all channels. Based in East London, this senior role directs the support and engagement framework, shaping customer journeys to boost satisfaction, loyalty, and retention.

The ideal candidate has 7+ years in CX leadership within e-commerce or retail, a BA/related degree, strong CRM expertise, data-driven decision making, and outstanding leadership and communication skills.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or related field.
• Minimum 7 years of experience in customer experience management or CX leadership in e-commerce/retail.
• Proven track record of developing and implementing CX strategies.
• Strong understanding of e-commerce operations, CX platforms and CRM systems.
• Excellent leadership, communication and interpersonal skills.
• Data-driven mindset with analytical problem-solving abilities.
• Experience in managing teams and optimizing performance.

Responsibilities

• Develop and execute a comprehensive CX strategy aligned with business objectives and brand values.
• Lead and manage the customer service team, set performance standards, provide training, and foster a positive work environment.
• Design and optimize CX processes and workflows for efficient issue resolution.
• Implement and manage customer feedback mechanisms to gather insights and drive improvements.
• Oversee CRM systems and other CX technologies.
• Analyze customer data and metrics to identify trends and opportunities for enhancement.
• Collaborate with marketing, sales, and product teams to ensure consistent CX across channels.
• Develop and manage the CX budget and resources.
• Champion a customer-centric culture throughout the organization.

Job description

About the Role

Our client, a rapidly expanding e-commerce retailer specializing in lifestyle and consumer goods, is seeking an experienced and customer-centriped Head of Customer Experience to lead their support and engagement strategies. Based in East London, this senior role is pivotal in shaping and delivering exceptional customer journeys across all touchpoints. You will be responsible for developing and implementing strategies that enhance customer satisfaction, loyalty, and retention. The ideal candidate will possess a deep understanding of e-commerce operations, customer service best practices, and data-driven decision-making. You will lead a team of customer service professionals, implement new technologies to improve service delivery, and continuously analyze customer feedback to drive improvements. This is a key leadership position within a dynamic and growing company in East London, Eastern Cape.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives and brand values.
• Lead and manage the customer service team, setting performance standards, providing training, and fostering a positive work environment.
• Design and optimize customer service processes and workflows to ensure efficient and effective issue resolution.
• Implement and manage customer feedback mechanisms (surveys, reviews, social listening) to gather insights and drive improvements.
• Oversee the implementation of customer relationship management (CRM) systems and other customer service technologies.
• Analyze customer data and metrics (e.g., NPS, CSAT, churn rate) to identify trends and opportunities for enhancement.
• Collaborate with marketing, sales, and product teams to ensure a consistent and positive customer experience across all channels.
• Develop and manage the customer service budget, ensuring efficient use of resources.
• Champion a customer-centriped culture throughout the organization.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 7 years of experience in customer experience management, customer service leadership, or a related role within e-commerce or retail.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong understanding of e-commerce operations, customer service platforms, and CRM systems.
• Excellent leadership, communication, and interpersonal skills.
• Data-driven mindset with strong analytical and problem-solving abilities.
• Experience in managing teams and optimizing team performance.
• Ability to work effectively in a fast-paced, dynamic environment.
• Passion for delivering outstanding customer service.

Benefits

• Competitive salary and benefits package, including performance bonuses, medical aid, and a retirement fund.
• Professional development opportunities, including training courses and workshops focused on customer experience and leadership, are provided.
• Hybrid work model offers flexibility for managing both strategic planning and team oversight.
• Potential for stock options or profit-sharing schemes may be available for exceptional candidates.