Remote E‑commerce CX Leader

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

Benefits offered by this job

Competitive salary

Fully remote

Health, dental, and vision insurance

Flexible work culture

Opportunities to lead CX initiatives

Job summary

Placements24 is seeking a Customer Experience Manager to lead the e-commerce journey from a fully remote position. Drive strategies to improve satisfaction, loyalty, and reduce churn across all online touchpoints.

You will collaborate with product, marketing, and engineering teams to deliver a seamless customer journey, monitor NPS/CSAT/CLV, and foster a customer-centric culture in a growing online retailer.

Qualifications

• Proven experience in customer experience roles, ideally in e-commerce.
• Strong ability to map end-to-end customer journeys.
• Experience with CRM and analytics tools.
• Strategic thinker with project management skills.

Responsibilities

• Develop and execute a customer experience strategy for the ecommerce platform.
• Analyze feedback and journey data to identify improvements.
• Enhance website usability and checkout experiences.
• Oversee support operations and ensure quick resolutions.
• Collaborate with product, marketing, and engineering to smooth the journey.
• Track CX metrics (NPS, CSAT, CLV).

Skills

Customer experience strategy

Journey mapping

UX/UI principles

CRM systems

Analytics platforms

Cross-functional leadership

Remote collaboration

Tools

CRM platforms

Analytics tools

Job description

Placements24 is seeking a Customer Experience Manager to lead the e-commerce journey from a fully remote position. Drive strategies to improve satisfaction, loyalty, and reduce churn across all online touchpoints.

You will collaborate with product, marketing, and engineering teams to deliver a seamless customer journey, monitor NPS/CSAT/CLV, and foster a customer-centric culture in a growing online retailer.