Remote CX Strategy & Customer Experience Leader

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

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Remote work flexibility

Professional development opportunities

Employee discounts

Job summary

Placements24 is seeking an experienced Customer Experience Manager to lead our remote operations from Pretoria, focusing on designing and optimizing strategies to boost customer satisfaction across touchpoints.

You will champion the voice of the customer, analyze feedback, and drive initiatives that improve the overall journey, while managing a remote team and leveraging data-driven insights for continuous improvement in a digital-first retail environment.

Qualifications

• Bachelor's degree in Business, Marketing, Communications or a related field.
• 6+ years in customer experience or customer service management.
• Proven success in developing CX strategies.
• Experience leading remote teams is essential.
• Strong analytical and problem-solving skills with data interpretation.
• Excellent communication and presentation skills.

Responsibilities

• Develop and execute a comprehensive CX strategy aligned with business objectives.
• Oversee the customer journey across all channels, identifying pain points and opportunities for improvement.
• Manage and mentor a remote team of customer service and support professionals.
• Analyze feedback, surveys, and support data to identify trends and insights.
• Implement initiatives to improve satisfaction, retention, and loyalty.
• Collaborate with marketing, sales, and product teams for consistent brand experience.

Skills

CX strategy

Remote team leadership

Data analytics

CRM proficiency

Education

Bachelor's degree in Business/Marketing/Communications

Tools

CRM software

Feedback platforms

Job description

Placements24 is seeking an experienced Customer Experience Manager to lead our remote operations from Pretoria, focusing on designing and optimizing strategies to boost customer satisfaction across touchpoints.

You will champion the voice of the customer, analyze feedback, and drive initiatives that improve the overall journey, while managing a remote team and leveraging data-driven insights for continuous improvement in a digital-first retail environment.