Remote CX Strategist - Retail Experience Lead

Placements24; Sandton; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Performance bonuses

Medical aid and retirement fund

Job summary

Placements24 is seeking a visionary Customer Experience Manager for a progressive retail group, focusing on the Sandton area. The role drives the customer journey from first touch through post-purchase support, using data insights and feedback to implement improvements across the organization.

You will lead cross-functional teams, train frontline staff, monitor CX metrics, and champion a customer-first culture while working in a remote-first environment that supports collaboration with teams

Qualifications

• Minimum of 5 years of experience in Customer Experience Management, Customer Service Management, or related field, preferably within retail.
• Proven ability to develop and execute successful customer experience strategies.
• Strong analytical skills with experience in data analysis, journey mapping, and CX metrics.
• Excellent communication, interpersonal, and stakeholder management skills.
• Experience with CRM systems and customer feedback platforms.
• A deep understanding of retail operations and customer behavior.
• Ability to lead cross-functional teams and influence change.

Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with business goals.
• Analyze customer feedback, journey mapping, and data to identify pain points and opportunities for improvement.
• Design and oversee the implementation of customer-centric processes and initiatives across all touchpoints.
• Collaborate with various departments (e.g., sales, marketing, operations, customer service) to ensure a unified customer experience.
• Train and coach frontline staff on best practices for customer interaction and service excellence.
• Monitor key customer experience metrics (e.g., NPS, CSAT, Customer Lifetime Value) and report on performance.
• Identify and implement technologies and tools that enhance the customer experience.
• Stay abreast of industry trends and best practices in customer experience management.
• Manage customer feedback channels and ensure timely and effective resolution of customer concerns.
• Champion a customer-first culture throughout the organization.

Skills

Customer experience strategy

Stakeholder management

Data analysis

Team leadership

Remote work

Education

Bachelor's degree in Business, Marketing, Psychology, or related field

Tools

CRM systems

Customer feedback platforms

Job description

Placements24 is seeking a visionary Customer Experience Manager for a progressive retail group, focusing on the Sandton area. The role drives the customer journey from first touch through post-purchase support, using data insights and feedback to implement improvements across the organization.

You will lead cross-functional teams, train frontline staff, monitor CX metrics, and champion a customer-first culture while working in a remote-first environment that supports collaboration with teams