Remote Customer Experience Manager

Placements24; Sandton; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Remote work

Flexible schedule

Performance bonuses

Health stipend

Job summary

Placements24 is seeking a visionary Remote Customer Experience Manager to elevate hospitality guest journeys. Based with a Sandton connection, you will design CX strategies, analyze feedback, and lead remote teams to deliver outstanding service.

You will partner with marketing and operations, set standards, track NPS/CSAT/CES, and drive loyalty programs while shaping a customer-centric culture. A 5+ year track record in hospitality CX, strong analytics, and exemplary communication are essential.

Qualifications

• 5+ years in customer experience management, preferably in hospitality or travel.
• Proven track record in developing and implementing CX strategies.
• Strong analytical, communication, and presentation skills.

Responsibilities

• Develop and execute CX strategies across guest journey.
• Analyze feedback and data to identify trends and improvements.
• Design customer journey maps and touchpoint optimization.
• Collaborate with marketing, operations, product to ensure consistent CX.
• Set service standards and best practices.
• Lead and train remote CX teams.
• Monitor CX metrics (NPS, CSAT, CES) and report performance.
• Identify opportunities for loyalty programs and service innovation.
• Champion customer-centric culture across the organization.

Skills

CX strategy development

Stakeholder management

Data analysis

Remote team leadership

Communication skills

Education

Bachelor's degree in Marketing, Business, Hospitality, or related field

Tools

CRM systems

Survey tools

CX management software

Job description

About the Role

Our client is seeking a visionary and results-driven Remote Customer Experience Manager to shape and elevate guest satisfaction for their hospitality offerings. This fully remote role, based with support from Sandton, Gauteng , will be instrumental in designing, implementing, and overseeing strategies that enhance the entire customer journey. You will analyze feedback, identify pain points, and implement innovative solutions to ensure unparalleled service delivery. The ideal candidate possesses a deep understanding of customer psychology, a passion for service excellence, and proven experience in managing customer experience initiatives within the hospitality sector. This position requires strong analytical skills, excellent communication, and the ability to lead remotely, fostering a customer-centric culture across the organization.

Key Responsibilities

• Develop and execute comprehensive customer experience strategies.
• Analyze customer feedback, surveys, and data to identify trends and areas for improvement.
• Design and implement customer journey maps and touchpoint optimizations.
• Collaborate with cross-functional teams (marketing, operations, product) to ensure a consistent customer experience.
• Develop and manage customer service standards and best practices.
• Train and guide remote teams on customer experience principles and techniques.
• Manage customer feedback platforms and respond to reviews and inquiries.
• Monitor key CX metrics (NPS, CSAT, CES) and report on performance.
• Identify opportunities for service innovation and customer loyalty programs.
• Champion a customer-centric culture throughout the organization.

Requirements

• Minimum of 5 years of experience in customer experience management, preferably within the hospitality or travel industry.
• Proven track record in developing and implementing successful CX strategies.
• Strong analytical skills with experience in data analysis and reporting.
• Excellent communication, presentation, and interpersonal skills.
• Experience in managing remote teams and working in a virtual environment.
• Proficiency in CX management software, CRM systems, and survey tools.
• Deep understanding of customer journey mapping and service design principles.
• Ability to work independently and drive initiatives forward.
• Bachelor's degree in Marketing, Business, Hospitality, or a related field.
• Must be based in South Africa and capable of performing this role remotely, with a connection to the Sandton, Gauteng region.

Benefits

• This fully remote role offers a top-tier executive salary with potential for significant performance bonuses.
• Enjoy unparalleled flexibility and the convenience of working from home.
• Our client provides excellent opportunities for professional growth and development in a cutting-edge CX field.
• You will be part of an innovative and collaborative remote team that is passionate about delivering exceptional guest experiences.
• Additional benefits may include health and wellness stipends and access to industry conferences.