Remote Customer Experience Leader: Shape Journeys & Loyalty

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

Benefits offered by this job

Competitive salary

Health insurance

Paid time off

Retirement plan

Remote work flexibility

Professional development

Job summary

Placements24 seeks a Customer Experience Manager to design and deliver exceptional customer journeys from a fully remote home office. You will shape CX strategy, map journeys, collect feedback, and drive loyalty across channels.

Collaboration with marketing, sales, and support teams is essential to elevate customer satisfaction and retention, including at Soweto operations. The ideal candidate brings 5+ years in CX or customer service leadership, strong analytics, and a passion for

Qualifications

• Bachelor's degree in Marketing, Business, Psychology, or related field.
• 5+ years in CX, customer service management, or related field.
• Proven ability to develop and execute CX strategies.
• Strong journey mapping, service design, and feedback methods.
• Excellent analytical skills with data tools.
• Strong communication and influencing skills.
• Ability to work independently in a remote setting.
• Experience with CRM systems and support platforms.

Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with business goals.
• Map customer journeys and optimize engagement at key touchpoints.
• Gather and analyze customer feedback through surveys, reviews, social media.
• Identify insights from data to drive service improvements.
• Collaborate with internal teams to ensure consistent CX across touchpoints.
• Develop and manage customer service standards and training.
• Lead initiatives to enhance loyalty and retention.
• Monitor CX metrics (NPS, CSAT, CES).
• Champion customer-centric initiatives across the organization.

Skills

CX management

Journey mapping

Data analysis

Communication

Remote work

CRM systems

Education

Bachelor's degree in marketing/related field

Tools

Customer support platforms

CRM systems

Job description

Placements24 seeks a Customer Experience Manager to design and deliver exceptional customer journeys from a fully remote home office. You will shape CX strategy, map journeys, collect feedback, and drive loyalty across channels.

Collaboration with marketing, sales, and support teams is essential to elevate customer satisfaction and retention, including at Soweto operations. The ideal candidate brings 5+ years in CX or customer service leadership, strong analytics, and a passion for