Lead Customer Experience Manager - 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

About the Role

Our client is seeking an innovative and empathetic Lead Customer Experience Manager to spearhead their customer-centric initiatives. This is a fully remote, leadership position focused on designing, implementing, and optimizing strategies that enhance customer satisfaction, loyalty, and advocacy across all touchpoints. You will be responsible for understanding customer needs, identifying pain points, and developing solutions that create seamless and positive experiences. The ideal candidate is a visionary leader with a proven track record in customer experience management, a deep understanding of CX best practices, and the ability to inspire and manage a remote team. This role offers a unique opportunity to shape the customer journey and drive significant business impact through exceptional service. We are looking for a passionate advocate for the customer who can foster a culture of customer obsession throughout the organization. This role requires a strategic thinker with a strong operational background.

Key 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 various channels (surveys, reviews, social media).
• Identify customer pain points and collaborate with cross-functional teams to develop and implement solutions.
• Lead and mentor a remote team of CX professionals, fostering a high-performance culture.
• Establish and track key CX metrics (e.g., NPS, CSAT, CES) and report on performance.
• Champion customer-centric initiatives across the organization.
• Stay abreast of industry trends and best practices in customer experience management.
• Develop training materials and programs to onboard and upskill customer-facing teams.

Requirements

• Minimum of 7 years of experience in customer experience management, customer service leadership, or a related field.
• Demonstrated success in developing and implementing customer experience strategies that drive measurable results.
• Strong understanding of CX principles, methodologies, and best practices.
• Excellent analytical, problem-solving, and strategic thinking skills.
• Proven ability to lead and manage remote teams effectively.
• Exceptional communication, presentation, and interpersonal skills.
• Proficiency in CX management tools and analytics platforms.
• Experience in journey mapping, voice of the customer programs, and service design.
• Bachelor's degree in Business, Marketing, Psychology, or a related field; Master's degree preferred.
• Ability to thrive in a fast-paced, dynamic, and fully remote environment.

Benefits

• Our client offers a highly competitive executive salary package, including significant bonus potential and equity options.
• Comprehensive health, dental, and vision insurance, along with robust retirement savings plans, are provided.
• Unlimited paid time off and flexible work arrangements are standard for this remote role.
• Opportunities for professional development, leadership training, and significant career advancement are abundant.

Join a company that is deeply committed to putting the customer first and fostering a culture of innovation and employee empowerment. This role offers the chance to make a profound impact on customer relationships and business success.