Lead Project Manager - Customer Experience Initiatives

Placements24; East London; Hybride; ZAR 900 000 - 1 300 000; Plein temps

Avantages offerts par ce poste

Home office stipend

Flexible working hours

Remote-first culture

CX certifications opportunity

Professional development

Résumé du poste

Placements24 is seeking a Lead Project Manager to drive customer experience initiatives in a remote-first environment. You will lead CX projects across design, marketing, product and support, shaping journeys and adopting CX technologies to boost satisfaction and loyalty.

You will manage scopes, KPIs, timelines, and budgets while collaborating with a distributed team to deliver measurable outcomes and align with the company’s customer-centric vision.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 7 years of project management experience with a CX focus.
• Proven track record leading CX or customer journey projects.
• Strong knowledge of CX principles and best practices.
• Experience with CX technologies (CRM, survey tools, analytics) is a plus.
• Excellent leadership and remote collaboration skills.
• Ability to manage multiple projects and priorities effectively.

Responsabilités

• Lead CX improvement projects from strategy to delivery.
• Define scope, objectives, deliverables, and KPIs for CX initiatives.
• Manage timelines, resources, budgets, and risks.
• Collaborate with cross-functional teams to ensure alignment.
• Drive CX tools implementation (CRM enhancements, journey mapping software).
• Analyze customer feedback to drive improvements.
• Facilitate meetings and workshops for distributed teams.
• Align CX projects with brand values and customer focus.

Connaissances

CX understanding

Project management

Remote leadership

Stakeholder management

CRM tools

Analytics

Communication

Formation

Bachelor's degree

Outils

CRM

Survey tools

Analytics platforms

PM software

Collaboration tools

Description du poste

About the Role

Our client is a customer-centric organization committed to delivering exceptional experiences, and they are seeking an experienced Lead Project Manager to spearhead key customer experience (CX) initiatives. This fully remote role offers a fantastic opportunity to shape and enhance how customers interact with our brand across all touchpoints. You will lead projects focused on improving customer journeys, implementing new CX technologies, and driving customer satisfaction and loyalty. Working with a distributed team of designers, marketers, and product specialists, you will ensure seamless project execution and impactful outcomes. As a remote-first company, we prioritize clear communication, collaboration, and providing our team with the tools and autonomy to succeed from anywhere.

Key Responsibilities

• Lead the strategic planning, execution, and delivery of customer experience improvement projects.
• Define project scope, objectives, deliverables, and key performance indicators (KPIs) for CX initiatives.
• Manage project timelines, resources, budgets, and risks effectively.
• Collaborate closely with cross-functional teams, including marketing, sales, product development, and customer support, to ensure alignment and successful project outcomes.
• Drive the implementation of CX tools and technologies, such as CRM enhancements, feedback platforms, and journey mapping software.
• Analyze customer feedback and data to identify areas for improvement and inform project direction.
• Facilitate project meetings, stakeholder updates, and workshops for distributed teams.
• Ensure that all CX projects align with the company's brand values and customer-centric vision.
• Champion best practices in customer experience management and project delivery.

Requirements

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 7 years of experience in project management, with a significant focus on customer experience (CX) or customer journey initiatives.
• Proven experience leading projects that enhance customer satisfaction, loyalty, and retention.
• Strong understanding of CX principles, methodologies, and best practices.
• Experience with CX-related technologies (CRM, survey tools, analytics platforms) is a strong advantage.
• Excellent leadership, communication, and interpersonal skills, particularly in a remote setting.
• Ability to manage multiple projects concurrently and prioritize effectively.
• Proficiency in project management software and collaboration tools.
• Experience working in a remote-first or distributed team environment is essential.

Benefits

• Highly competitive salary tailored for a remote role.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and flexible working hours.
• Home office setup stipend.
• Opportunities for professional development and CX certifications.
• A vibrant and supportive remote work culture.
• Be part of a company that truly values its customers.