Remote Customer Experience Leader

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

Benefits offered by this job

Performance-based bonuses

Professional development opportunities

Job summary

Placements24 in South Africa is seeking a seasoned Remote Customer Experience Manager to lead customer service operations from anywhere in the country, coordinating with the Port Elizabeth hub. The role focuses on designing strategies to elevate the entire customer journey and building a high-performing remote team.

You will monitor CRM data, drive customer satisfaction and loyalty, and collaborate with Sales, Marketing and Product to ensure consistent, outstanding service in a virtual

Qualifications

• Minimum 5 years in customer service management, preferably in e-commerce/retail.
• Experience leading remote teams.
• Strong CRM knowledge and tools.
• Excellent analytical and communication skills.
• Ability to develop and implement customer service strategies.

Responsibilities

• Design and implement customer service strategies to improve satisfaction, retention, and loyalty.
• Lead, mentor, and manage a remote team of customer service representatives; set performance expectations and coach.
• Develop and maintain customer service policies and guidelines.
• Monitor feedback channels and identify areas for improvement.
• Analyze data and KPIs to drive actionable insights and improvements.
• Collaborate with Sales, Marketing and Product to ensure a cohesive customer experience.
• Oversee training and onboarding of new team members.
• Identify opportunities to leverage technology to enhance efficiency.

Skills

Remote team leadership

CRM principles

Analytical skills

Communication & interpersonal

Strategy design

Education

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

Tools

CRM software

Job description

Placements24 in South Africa is seeking a seasoned Remote Customer Experience Manager to lead customer service operations from anywhere in the country, coordinating with the Port Elizabeth hub. The role focuses on designing strategies to elevate the entire customer journey and building a high-performing remote team.

You will monitor CRM data, drive customer satisfaction and loyalty, and collaborate with Sales, Marketing and Product to ensure consistent, outstanding service in a virtual