Remote CX Manager - Retail Experience & Loyalty

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

Benefits offered by this job

Fully remote work arrangement

Competitive compensation and bonuses

Professional development opportunities

Job summary

Placements24 is seeking a seasoned Customer Experience Manager to lead CX initiatives for a prominent retail client in a fully remote setup across South Africa. You will design strategies to improve satisfaction and loyalty, analyze feedback and journey data, and drive cross-functional collaborations to ensure a seamless brand experience.

The role emphasizes customer-centric leadership, data-driven decision making, and scaling CX tools to optimise digital channels.

Qualifications

• Minimum 4 years in customer experience or related role, preferably retail.
• Proven ability to design and implement CX strategies.
• Strong data interpretation and actionable insights.
• Experience with journey mapping and CRM.

Responsibilities

• Develop and execute CX strategies to boost satisfaction and retention.
• Analyze feedback, journeys, and behavior data to identify improvements.
• Design customer service protocols and staff training.
• Collaborate with marketing, sales, product for consistent brand experience.
• Manage digital service channels (social, email, chat).
• Track KPIs for satisfaction, loyalty, and NPS.
• Identify and implement new CX tools and tech.
• Champion a customer-centric culture.
• Oversee customer feedback systems and escalations.
• Stay updated on CX best practices and trends.

Skills

Customer experience

Data analysis

CRM principles

Stakeholder management

Social media management

Training & development

Remote work

Education

Bachelor's degree in Marketing/Business Administration/Psychology

Tools

CRM software

Analytics tools

Social media platforms

Job description

Placements24 is seeking a seasoned Customer Experience Manager to lead CX initiatives for a prominent retail client in a fully remote setup across South Africa. You will design strategies to improve satisfaction and loyalty, analyze feedback and journey data, and drive cross-functional collaborations to ensure a seamless brand experience.

The role emphasizes customer-centric leadership, data-driven decision making, and scaling CX tools to optimise digital channels.