Remote Customer Experience Leader: Strategy & Mentorship

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

Job summary

Placements24 is seeking an experienced Remote Customer Experience Lead to champion exceptional customer service across all digital touchpoints. This fully remote role focuses on understanding, improving, and delivering outstanding customer experiences for a global customer base.

You will map journeys, analyze feedback, and lead a remote team to drive loyalty, retention, and superior support. Bachelor’s degree preferred with strong cross-functional collaboration.

Qualifications

• Proven experience in customer experience management and leadership.
• Strong knowledge of journey mapping and service design.
• Excellent communication and presentation skills.
• Experience with CRM and feedback tools.
• Ability to lead a remote team.

Responsibilities

• Develop and implement a company-wide CX strategy.
• Map journeys to identify pain points and opportunities.
• Analyze feedback to identify trends and improvements.
• Design initiatives to improve satisfaction, loyalty, retention.
• Lead and mentor a remote CX team.
• Collaborate with marketing, product, and support teams.
• Monitor CX metrics (NPS, CSAT, CES).

Skills

Customer experience

Customer service leadership

Journey mapping

Service design

Analytical skills

Communication skills

Remote team leadership

CRM proficiency

Education

Bachelor's degree

Tools

CRM systems

Feedback tools

Job description

Placements24 is seeking an experienced Remote Customer Experience Lead to champion exceptional customer service across all digital touchpoints. This fully remote role focuses on understanding, improving, and delivering outstanding customer experiences for a global customer base.

You will map journeys, analyze feedback, and lead a remote team to drive loyalty, retention, and superior support. Bachelor’s degree preferred with strong cross-functional collaboration.