Remote Customer Experience Manager - WhatJobs Direct

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

Benefits offered by this job

Competitive salary

Bonuses

Health, dental, and vision insurance

Professional development

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Remote leadership

CX strategy

CRM software

Data analysis

Communication

Education

Business/Marketing degree

Tools

CRM software

Customer support platforms

Job description

About the Role

Our client, WhatJobs Direct, is seeking an experienced and empathetic Remote Customer Experience Manager to champion customer satisfaction and loyalty across their digital channels. This fully remote position requires a leader who can design and implement strategies that enhance the customer journey from end-to-end. You will be responsible for building and managing a remote customer support team, defining service standards, and leveraging customer feedback to drive improvements. This is a unique opportunity to shape the customer experience for a dynamic company, offering the flexibility and autonomy of remote work. Your expertise will be crucial in fostering positive relationships and ensuring our brand promise is consistently delivered.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Lead, train, and manage a remote team of customer support professionals.
• Define key performance indicators (KPIs) for customer service and monitor team performance.
• Implement customer feedback mechanisms (surveys, reviews) and analyze results to identify areas for improvement.
• Develop and maintain customer service protocols, scripts, and knowledge base articles.
• Collaborate with other departments (e.g., Sales, Marketing, Product) to ensure a cohesive customer journey.
• Manage customer escalations and resolve complex issues with tact and efficiency.
• Identify opportunities to proactively enhance customer satisfaction and reduce churn.
• Stay updated on customer experience best practices and emerging technologies.
• Report on customer experience metrics and insights to senior management.

Requirements

• Proven experience in customer experience management, customer service leadership, or a related role, preferably with remote team management.
• Demonstrated success in developing and implementing customer-centric strategies.
• Strong understanding of customer service principles, metrics, and best practices.
• Excellent leadership, communication, and interpersonal skills, essential for remote collaboration.
• Experience with customer relationship management (CRM) software and customer support platforms.
• Ability to analyze data, identify trends, and translate insights into actionable plans.
• Proven ability to manage and motivate remote teams effectively.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• A proactive approach to problem-solving and continuous improvement.
• Passion for delivering outstanding customer service and advocating for the customer.

Benefits

• Our client offers a competitive salary, performance bonuses, and comprehensive health, dental, and vision insurance.
• Opportunities for professional development, leadership training, and virtual team-building activities are provided.
• Employees benefit from a supportive remote work culture and generous paid time off.