Head of Customer Experience - Hybrid Leadership

Placements24; East London; Hybride; ZAR 1 200 000 - 1 800 000; Plein temps

Avantages offerts par ce poste

Performance bonuses

Medical aid

Retirement fund

Hybrid work model

Professional development

Stock options or profit-sharing (may)

Résumé du poste

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.

Responsabilités

• 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.

Description du poste

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.