Remote CX Lead - Elevate Customer Journeys

Placements24; East London; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Flexible remote work

Performance bonus

Professional growth opportunities

Competitive salary

Job summary

Placements24 is seeking a Customer Experience Lead to champion exceptional customer journeys with a focus on East London and flex remote work. You will analyze feedback, map journeys, and design programs to heighten satisfaction and loyalty across channels.

Collaborating with marketing, sales, and operations, you will train frontline staff and drive brand advocacy while monitoring key CX metrics for continuous improvement.

Qualifications

• Proven experience in Customer Experience (CX) management, preferably in retail.
• Strong understanding of customer journey mapping, service design, and loyalty programs.
• Excellent analytical skills to translate data into actionable insights.
• Exceptional communication and interpersonal skills.
• Experience with CX software and tools (CRM, surveys, analytics dashboards).

Responsibilities

• Develop and implement a customer experience strategy aligned with brand values.
• Analyze feedback, journey maps, and data to identify pain points and improvements.
• Design and manage customer feedback programs (surveys, reviews, focus groups).
• Collaborate with marketing, sales, and operations to ensure consistency across channels.
• Develop training materials for frontline staff to boost service skills and advocacy.
• Monitor CX metrics (NPS, CSAT, churn) and report progress to senior management.

Skills

Customer Experience management

Customer journey mapping

Data interpretation

Communication skills

CX software/tools

Tools

CRM

Survey platforms

Analytics dashboards

Job description

Placements24 is seeking a Customer Experience Lead to champion exceptional customer journeys with a focus on East London and flex remote work. You will analyze feedback, map journeys, and design programs to heighten satisfaction and loyalty across channels.

Collaborating with marketing, sales, and operations, you will train frontline staff and drive brand advocacy while monitoring key CX metrics for continuous improvement.