Remote CX Lead - Elevate Loyalty & Experience

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

Job summary

Placements24 is seeking a Customer Experience Manager to lead remote customer service and engagement initiatives for an online retail business. You will develop strategies to enhance the customer journey, analyze feedback, and empower the support team to deliver exceptional service.

The role emphasizes leadership, customer advocacy, and a strong focus on driving loyalty and repeat business from a fully remote position. Experience in retail or e‑commerce is preferred.

Qualifications

• Proven experience in CX/CS leadership, preferably in retail or e‑commerce.
• Strong data analysis and feedback‑driven approach.
• Excellent remote leadership and communication skills.

Responsibilities

• Develop and execute strategies to enhance the overall customer experience across all online and offline touchpoints.
• Lead and mentor a remote customer support team, setting performance standards and fostering a customer‑centric culture.
• Monitor customer feedback through surveys, reviews, and social media and identify areas for improvement.
• Analyze customer journey data to pinpoint pain points and opportunities for optimization.
• Implement customer loyalty programs and initiatives to increase retention and advocacy.
• Collaborate with marketing, sales, and operations teams to ensure a consistent brand experience.

Skills

Customer experience strategy

Remote team leadership

CRM software

Data analysis

Customer satisfaction

Tools

CRM software

Support platforms

Job description

Placements24 is seeking a Customer Experience Manager to lead remote customer service and engagement initiatives for an online retail business. You will develop strategies to enhance the customer journey, analyze feedback, and empower the support team to deliver exceptional service.

The role emphasizes leadership, customer advocacy, and a strong focus on driving loyalty and repeat business from a fully remote position. Experience in retail or e‑commerce is preferred.