Remote CX Strategy & Loyalty Lead

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 1,477,000 - 2,133,000; Full time

Benefits offered by this job

Fully remote work model

Health, dental & vision insurance

Paid time off & holidays

Home office stipend

Job summary

Placements24 is seeking an experienced Remote Customer Experience Manager to elevate the end-to-end customer journey for a rapidly growing online retailer. You will lead a remote team, define CX strategies, and partner with Marketing, Sales, and Product teams to ensure consistent, exceptional service.

You will analyze feedback and metrics to drive improvements across channels, implement training programs, and optimize tools to enhance loyalty and retention in a fully remote role.

Qualifications

• 4–5 years in customer service management.
• Experience in e-commerce or retail preferred.
• Proven ability to lead remote teams.
• Bachelor's degree in business/marketing preferred.

Responsibilities

• Develop strategies to deliver an exceptional customer experience across all channels.
• Manage and mentor a remote customer service team.
• Analyze feedback to drive product and process improvements.
• Implement customer service policies for consistency and efficiency.
• Monitor CSAT, NPS, and response times; report on performance.
• Collaborate with Marketing, Sales, and Product Development to address issues.
• Develop and maintain training materials for customer service.
• Oversee customer service software and tools; ensure optimal use.
• Identify opportunities to boost loyalty and retention.
• Handle escalated complaints and ensure satisfactory resolutions.

Skills

Customer service mgmt

Remote team leadership

Strong communication

Data analysis

CRM proficiency

Training programs

Independent worker

Problem solving

Education

Bachelor's degree

Business Administration

Marketing

Tools

CRM software

Helpdesk tools

Live chat tools

Job description

Placements24 is seeking an experienced Remote Customer Experience Manager to elevate the end-to-end customer journey for a rapidly growing online retailer. You will lead a remote team, define CX strategies, and partner with Marketing, Sales, and Product teams to ensure consistent, exceptional service.

You will analyze feedback and metrics to drive improvements across channels, implement training programs, and optimize tools to enhance loyalty and retention in a fully remote role.