Remote Customer Experience Leader - Retail & Loyalty

Placements24; Soweto; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Fully remote position

Bonus opportunities tied to customer-s

Health, dental, and vision insurance

Professional development budget

Collaborative remote work environment

Job summary

Placements24 is seeking a Remote Retail Customer Experience Lead to spearhead initiatives that enhance customer satisfaction and loyalty across all digital touchpoints. This role is fully remote, empowering you to shape exceptional customer journeys from anywhere.

You will analyze customer feedback, design journey maps, and collaborate with product, marketing, and support teams to drive a customer-first culture. A strong track record in CX strategy and data-driven decision making is required.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Psychology or related field.
• Minimum 5 years of experience in customer experience management, customer service leadership, or related field, with significant remote experience.
• Proven track record of designing and implementing CX strategies that improved metrics.
• Deep understanding of customer journey mapping, user research, and data analysis.

Responsibilities

• Develop and execute a comprehensive CX strategy aligned with business objectives.
• Analyze customer feedback from surveys, reviews, social media, and support interactions to identify pain points.
• Design and implement customer journey maps for seamless interactions at all stages.
• Collaborate with product, marketing, and customer support to champion CX across the org.
• Develop and manage customer loyalty programs to foster retention and advocacy.
• Oversee performance of customer support channels, ensuring empathetic resolution of inquiries.
• Leverage technology and data to personalize customer interactions.
• Create and maintain CX guidelines for all customer-facing teams.
• Monitor CX metrics (NPS, CSAT, CES) and report on performance.
• Stay abreast of CX trends in retail and e-commerce.

Skills

Customer experience leadership

Remote work experience

Analytical thinking

Stakeholder management

Education

Bachelor's degree in Marketing, Business Administration, Psychology

Tools

CRM systems

Customer feedback platforms

Job description

Placements24 is seeking a Remote Retail Customer Experience Lead to spearhead initiatives that enhance customer satisfaction and loyalty across all digital touchpoints. This role is fully remote, empowering you to shape exceptional customer journeys from anywhere.

You will analyze customer feedback, design journey maps, and collaborate with product, marketing, and support teams to drive a customer-first culture. A strong track record in CX strategy and data-driven decision making is required.