Regional Customer Experience Manager - Remote

Placements24; George; Híbrido; ZAR 720.000 - 1.100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay & bonuses

Fully remote work arrangement

Career growth opportunities

Innovation in guest services

Supportive virtual team environment

Descripción de la vacante

Placements24 seeks a seasoned Regional Customer Experience Manager to lead remote CX initiatives across South Africa, elevating guest journeys and loyalty. The role requires strong analytics, experience with CX strategies, and the ability to train front-line staff while collaborating with marketing, ops, and tech teams.

Based in a remote-first environment, you will drive service excellence across diverse locations and leverage digital tools to improve delivery and brand reputation.

Formación

• Minimum 7 years of experience in customer experience or related field, preferably in hospitality or tourism.
• Proven success in developing and implementing CX strategies with measurable improvements.
• Strong analytical and problem-solving skills with proficiency in data analysis tools.
• Excellent communication, presentation, and interpersonal skills.
• Experience managing remote, multi-location teams.
• Bachelor's degree in related field preferred.

Responsabilidades

• Design and implement CX strategies to enhance guest satisfaction and loyalty across the region.
• Monitor and analyze customer feedback, online reviews, and surveys to identify areas for improvement.
• Develop and deliver training programs for front-line staff to ensure consistent service delivery and adherence to brand standards.
• Collaborate with marketing, operations, and technology teams to integrate CX initiatives into all touchpoints.
• Manage the resolution of escalated customer complaints with timely and satisfactory outcomes.
• Identify and implement best practices in customer service and experience management.
• Track and report on CX metrics (NPS, CSAT, CES) and share insights.
• Champion a customer-centric culture across the organization, inspiring teams to prioritize guest needs.
• Utilize data analytics to gain insights into customer behavior and preferences.
• Develop and maintain strong relationships with stakeholders to ensure alignment on CX goals.

Conocimientos

CX Strategy

Remote Leadership

Data Analysis

CRM Systems

Stakeholder Management

Educación

Bachelor's degree in Business Administration/Marketing/Hospitality

Herramientas

CRM systems

Data analysis tools

Descripción del empleo

About the Role

Our client, a rapidly expanding hospitality services provider, is seeking a seasoned Regional Customer Experience Manager to lead their customer-centric initiatives across their South African operations, functioning entirely remotely. This crucial role is dedicated to elevating the guest and customer journey by developing and implementing innovative strategies that foster loyalty and drive satisfaction. The ideal candidate will possess a deep understanding of customer service principles, advanced analytical skills, and a passion for creating exceptional experiences. Operating from a remote-first environment, this position requires a highly organized, self-motivated individual who can effectively collaborate with cross-functional teams and inspire service excellence across diverse locations. The focus will be on leveraging digital tools and insights to continuously improve service delivery and uphold the company's reputation for outstanding hospitality.

Key Responsibilities

• Design and implement comprehensive customer experience strategies to enhance guest satisfaction and loyalty across the region.
• Monitor and analyze customer feedback, online reviews, and satisfaction surveys to identify areas for improvement.
• Develop and deliver training programs for front-line staff to ensure consistent service delivery and adherence to brand standards.
• Collaborate with marketing, operations, and technology teams to integrate customer experience initiatives into all touchpoints.
• Manage the resolution of escalated customer complaints, ensuring timely and satisfactory outcomes.
• Identify and implement best practices in customer service and experience management.
• Track and report on key customer experience metrics (e.g., NPS, CSAT, CES).
• Champion a customer-centric culture throughout the organization, inspiring teams to prioritize guest needs.
• Utilize data analytics to gain insights into customer behavior and preferences.
• Develop and maintain strong relationships with stakeholders to ensure alignment on customer experience goals.

Requirements

• A minimum of 7 years of experience in customer experience, customer service management, or a related field, preferably within the hospitality or tourism sector.
• Demonstrated success in developing and implementing customer experience strategies that led to measurable improvements.
• Strong analytical and problem-solving skills, with proficiency in data analysis tools.
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to manage multiple projects simultaneously in a remote setting.
• Experience in training and coaching teams on customer service excellence.
• Familiarity with customer feedback platforms and CRM systems.
• Bachelor's degree in Business Administration, Marketing, Hospitality, or a related field is preferred.
• Must have a reliable high-speed internet connection and a dedicated home office setup.
• Adaptability and a proactive approach to driving positive change in a remote environment.

Benefits

• Competitive salary and performance-based bonuses.
• Fully remote work arrangement, offering exceptional flexibility.
• Opportunities for professional growth and career advancement.
• Engage with a forward-thinking company focused on innovation in guest services.
• Supportive virtual team environment.
• Contribute to shaping exceptional customer journeys across George and beyond.