Remote Customer Experience Lead - Retail Growth

Placements24; Gauteng; Híbrido; ZAR 900.000 - 1.150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Salary incentives

Medical, dental, and vision coverage

Generous annual leave and public hols

Growth opportunities and development

Remote work environment

Home office setup stipend

Wellness programs

Retirement fund contributions

Descripción de la vacante

WhatJobs Direct is seeking a Customer Experience Lead to design and drive end-to-end customer journeys within retail, all from a fully remote setting. You will champion the customer, using data-driven insights to elevate service standards and loyalty across touchpoints.

The role demands 6+ years in customer experience, strong analytical and communication skills, and proven success guiding remote teams. Join a dynamic, home-based environment focused on measurable impact.

Formación

• Minimum of 6 years of experience in customer experience management, preferably within retail.
• Proven ability to lead and motivate remote teams.
• Strong analytical skills to interpret customer data and feedback.
• Excellent communication, presentation, and interpersonal skills for diverse stakeholders.

Responsabilidades

• Design and implement comprehensive customer experience strategies aligned with business objectives.
• Analyze customer feedback, journey maps, and operational data to identify areas for improvement.
• Develop and deploy training programs for customer-facing teams to ensure consistent service delivery.
• Manage and monitor customer service channels, including digital platforms, email, and phone support.
• Collaborate with product development and marketing teams to integrate customer insights into offerings.
• Establish and track KPIs related to customer satisfaction, loyalty, and retention.
• Advocate for the customer within the organization and influence stakeholders.
• Oversee the resolution of complex customer issues and escalations.
• Implement best practices in CRM and service excellence.
• Stay abreast of trends and technologies in customer experience and retail.

Conocimientos

CRM proficiency

Analytical skills

Communication skills

Remote team leadership

Stakeholder engagement

Educación

Bachelor's degree in Marketing, Business, Communications or related field

Herramientas

CRM software

Descripción del empleo

WhatJobs Direct is seeking a Customer Experience Lead to design and drive end-to-end customer journeys within retail, all from a fully remote setting. You will champion the customer, using data-driven insights to elevate service standards and loyalty across touchpoints.

The role demands 6+ years in customer experience, strong analytical and communication skills, and proven success guiding remote teams. Join a dynamic, home-based environment focused on measurable impact.