Remote Customer Experience Manager

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

About the Role

Our client, a forward-thinking online retailer, is seeking an experienced and passionate Remote Customer Experience Manager to lead their customer service operations from anywhere in South Africa, ideally coordinating with their Port Elizabeth, Eastern Cape hub. This fully remote position requires a leader dedicated to fostering exceptional customer interactions and driving customer loyalty. The Customer Experience Manager will be responsible for developing and implementing strategies that enhance the overall customer journey, manage a remote customer support team, and ensure consistent delivery of high-quality service across all touchpoints. This is a key role for someone who excels at building strong customer relationships and optimizing service delivery in a virtual environment.

Key Responsibilities

• Design and implement customer service strategies to improve satisfaction, retention, and loyalty.
• Lead, mentor, and manage a remote team of customer service representatives, setting performance expectations and providing ongoing coaching.
• Develop and maintain customer service policies, procedures, and guidelines.
• Monitor customer feedback channels (surveys, reviews, social media) and identify areas for improvement.
• Analyze customer service data and KPIs to identify trends, measure performance, and drive actionable insights.
• Collaborate with other departments (sales, marketing, product) to ensure a cohesive and positive customer experience.
• Manage the resolution of escalated customer issues and complaints, ensuring timely and satisfactory outcomes.
• Oversee the training and onboarding of new customer service team members.
• Identify opportunities to leverage technology and tools to enhance customer service efficiency and effectiveness.
• Contribute to product development by providing customer insights and feedback.

Requirements

• Minimum of 5 years of experience in customer service management, preferably in an e-commerce or retail environment.
• Proven experience in leading and managing remote teams.
• Strong understanding of customer relationship management (CRM) principles and tools.
• Excellent analytical skills with the ability to interpret customer data and feedback.
• Proficiency in customer service software and platforms.
• Exceptional communication, interpersonal, and problem-solving skills.
• Demonstrated ability to develop and implement customer service strategies.
• Bachelor's degree in Business, Communications, or a related field is preferred.
• A passion for delivering outstanding customer experiences and a customer-centric mindset.
• Ability to work independently and manage priorities effectively in a remote setting.

Benefits

This is a fully remote opportunity offering significant flexibility. Our client provides a competitive salary, performance-based bonuses, opportunities for professional growth and development, and the chance to shape the customer experience for a growing online brand. You will be part of a dynamic and supportive virtual team culture. Enjoy the benefits of working from home with access to all the necessary digital tools and resources to succeed. Contribute directly to customer satisfaction and business growth from your chosen location, with the convenience of remote operations. Be a key player in an innovative company committed to customer excellence.