Remote CX Leader: Hospitality Experience & Strategy

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

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.