Remote Customer Experience Lead for Soweto Market

Placements24; Soweto; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Fully remote

Flexible scheduling

Performance-based bonuses

Health benefits

Professional development

Work from home tools

Job summary

Placements24 is seeking a Customer Experience Manager for a fully remote role connected to Soweto, Gauteng, ZA. You will design and implement strategies that shape the customer journey across all touchpoints, with a focus on satisfaction, loyalty and retention from your home office.

Lead a remote CX team, analyze feedback, create journey maps, and collaborate with marketing, sales and operations to ensure a unified customer experience.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 6 years of experience in customer experience, customer service management, or a related field, with experience managing remote teams.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong understanding of CRM systems, customer feedback tools, and CX metrics.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to analyze data and translate insights into actionable strategies.
• Empathetic and customer-focused mindset with a passion for service excellence.
• Proficiency in working remotely and utilizing collaboration tools.
• Experience in the retail sector is highly desirable.
• A connection to or understanding of the Soweto, Gauteng, ZA community is a plus.

Responsibilities

• Develop and execute a comprehensive customer experience strategy to enhance customer satisfaction and loyalty.
• Analyze customer feedback, surveys, and online reviews to identify areas for improvement.
• Design and implement customer journey maps to understand and optimize touchpoints.
• Lead and mentor a remote customer service team, setting performance standards and fostering a positive service culture.
• Develop training programs for customer-facing staff to ensure consistent delivery of exceptional service.
• Collaborate with marketing, sales, and operations teams to ensure a unified customer experience.
• Identify and implement best practices in customer relationship management (CRM).
• Monitor key CX metrics (e.g., NPS, CSAT, CES) and report on performance to senior management.
• Champion customer-centric initiatives throughout the organization.
• Stay informed about emerging trends and technologies in customer experience management.

Skills

Leadership

Remote team management

Communication

Data analysis

Customer-centric mindset

Strategic thinking

Education

Bachelor's degree in Marketing, Business Administration, Communications

Tools

CRM systems

Feedback tools

Job description

Placements24 is seeking a Customer Experience Manager for a fully remote role connected to Soweto, Gauteng, ZA. You will design and implement strategies that shape the customer journey across all touchpoints, with a focus on satisfaction, loyalty and retention from your home office.

Lead a remote CX team, analyze feedback, create journey maps, and collaborate with marketing, sales and operations to ensure a unified customer experience.