Remote Customer Experience Lead, E-commerce

Placements24; East London; Hybrid; ZAR 959,000 - 1,439,000; Full time

Benefits offered by this job

Fully remote

Performance incentives

Work-life balance

Professional development

Job summary

Placements24 is seeking a Customer Experience Lead to elevate online retail service in a fully remote role. You will define and implement strategies to ensure an exceptional customer journey from browsing to post-purchase support, analyzing feedback, and driving improvements to foster loyalty.

Lead customer-centric initiatives, partner with product, marketing and support teams, and champion a customer-first culture across the organization to enhance satisfaction and growth.

Qualifications

• 3+ years of experience in customer experience management or related roles.
• Proven ability to develop and implement customer experience strategies.
• Strong analytical skills for data analysis and feedback interpretation.
• Excellent communication, interpersonal and stakeholder management skills.
• Ability to work autonomously in a fully remote environment.

Responsibilities

• Develop and execute strategies to enhance the overall customer experience across all online touchpoints.
• Monitor customer feedback channels and identify trends for improvement.
• Collaborate with product, marketing and support to implement customer-centric solutions.
• Analyze journey data to pinpoint friction points and optimization opportunities.
• Create and maintain customer service protocols and training materials.

Skills

Customer experience

Data analysis

Stakeholder management

Communication

Remote leadership

Job description

Placements24 is seeking a Customer Experience Lead to elevate online retail service in a fully remote role. You will define and implement strategies to ensure an exceptional customer journey from browsing to post-purchase support, analyzing feedback, and driving improvements to foster loyalty.

Lead customer-centric initiatives, partner with product, marketing and support teams, and champion a customer-first culture across the organization to enhance satisfaction and growth.