Head of Customer Experience & Journey Innovation (Remote)

Placements24; Soweto; Hybrid; ZAR 2,001,000 - 3,168,000; Full time

Benefits offered by this job

Executive package

Health insurance

Unlimited PTO

Work from remote

Professional development

Equity options

Job summary

Placements24 is seeking an innovative and empathetic Lead Customer Experience Manager to spearhead our customer-centric initiatives in a fully remote leadership role. You will design, implement, and optimize strategies that enhance satisfaction, loyalty, and advocacy across all touchpoints.

The ideal candidate will map journeys, drive CX metrics like NPS and CSAT, mentor a remote team, and partner with cross-functional colleagues to deliver seamless experiences while shaping the customer journey

Qualifications

• Minimum of 7 years of experience in customer experience management, customer service leadership, or a related field.
• Proven ability to develop and implement CX strategies that drive measurable results.
• Strong understanding of CX principles, methodologies, and best practices.
• Excellent analytical, problem-solving, and strategic thinking skills.

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business goals.
• Map customer journeys and identify key moments of truth and opportunities for improvement.
• Design and implement programs to enhance customer satisfaction, loyalty, and retention.
• Gather and analyze customer feedback through surveys, reviews, and social channels.
• Lead and mentor a remote team of CX professionals, fostering a high-performance culture.
• Establish and track key CX metrics (NPS, CSAT, CES) and report on performance.
• Champion customer-centric initiatives across the organization.
• Stay abreast of industry trends and best practices in CX management.
• Develop training materials and programs to onboard and upskill customer-facing teams.

Skills

Customer experience management

Leadership

Remote team management

Analytics and data-driven decisions

Communication and presentation

Journey mapping

Voice of the customer programs

Service design

Education

Bachelor's degree in Business, Marketing, Psychology, or related field

Master's degree preferred

Tools

CX analytics platforms

Job description

Placements24 is seeking an innovative and empathetic Lead Customer Experience Manager to spearhead our customer-centric initiatives in a fully remote leadership role. You will design, implement, and optimize strategies that enhance satisfaction, loyalty, and advocacy across all touchpoints.

The ideal candidate will map journeys, drive CX metrics like NPS and CSAT, mentor a remote team, and partner with cross-functional colleagues to deliver seamless experiences while shaping the customer journey