Remote Customer Experience Leader: Strategy & CX Growth

Placements24; Vereeniging; Híbrido; ZAR 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Bonuses

Health, dental, and vision insurance

Professional development

Descripción de la vacante

WhatJobs Direct is seeking an experienced Remote Customer Experience Manager to champion satisfaction and loyalty across digital channels. You will design and implement end-to-end customer journey strategies, build a remote support team, and define service standards to drive improvements.

This role focuses on delivering a best-in-class customer experience with autonomy and impact. You will lead a remote team, develop KPIs, and collaborate with Sales, Marketing, and Product to ensure a cohesive

Formación

• Proven experience in customer experience management or related leadership role.
• Experience managing remote teams.
• Strong knowledge of CX principles and metrics.
• Excellent leadership and communication for remote collaboration.
• Experience with CRM software and support platforms.
• Ability to analyze data and translate insights into actions.
• Bachelor's degree preferred.

Responsabilidades

• Develop and implement a comprehensive CX strategy aligned with business goals.
• Lead and coach a remote customer support team.
• Define and monitor CX KPIs and performance.
• Implement feedback mechanisms and drive continuous improvement.
• Create and maintain customer service protocols and knowledge base.
• Collaborate with Sales, Marketing, Product for cohesive journey.
• Handle escalations and resolve complex issues.
• Proactively identify opportunities to improve satisfaction and reduce churn.
• Stay updated on CX best practices and technologies.
• Report CX metrics and insights to senior management.

Conocimientos

Leadership

Remote leadership

CX strategy

CRM software

Data analysis

Communication

Educación

Business/Marketing degree

Herramientas

CRM software

Customer support platforms

Descripción del empleo

WhatJobs Direct is seeking an experienced Remote Customer Experience Manager to champion satisfaction and loyalty across digital channels. You will design and implement end-to-end customer journey strategies, build a remote support team, and define service standards to drive improvements.

This role focuses on delivering a best-in-class customer experience with autonomy and impact. You will lead a remote team, develop KPIs, and collaborate with Sales, Marketing, and Product to ensure a cohesive