Remote-First Customer Experience Leader | CX Strategy

Placements24; Gqeberha; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Fully remote work arrangement

Home office setup allowance

Travel expenses covered for in-person;

Professional development opportunities

Job summary

Placements24 is seeking a Customer Experience Manager to lead initiatives that enhance customer satisfaction and loyalty in a remote-first setting across South Africa. You will analyze customer data, develop customer-centric strategies, and drive cross-functional teams to deliver exceptional service at all touchpoints.

The role requires strong analytical, communication, and leadership skills, with a focus on empowering frontline staff and improving the overall customer journey.

Qualifications

• Bachelor’s degree in Marketing, Business Administration, Communications or related field.
• Minimum 5 years in customer experience, customer service management, or related role within retail.
• Proven track record developing and implementing CX strategies.
• Strong analytical skills to interpret data and turn insights into actions.
• Excellent communication, presentation and interpersonal skills.

Responsibilities

• Develop and implement customer experience strategies to improve satisfaction and loyalty.
• Analyze feedback and data to identify drivers of satisfaction and dissatisfaction.
• Design and optimize customer journeys across channels for seamless interactions.
• Collaborate with marketing, sales, and operations to align CX initiatives.
• Develop and deliver training to enhance staff customer service skills.
• Manage feedback systems and timely resolution of escalations.
• Identify opportunities for innovation in service delivery and tech adoption.
• Track CX metrics (NPS, CSAT) for senior management.
• Advocate for the customer and foster a customer-centric culture.
• Stay updated on CX best practices and trends.

Skills

Analytical thinking

Communication skills

Interpersonal skills

Project management

Cross-functional leadership

Strategic thinking

Change management

Education

Bachelor’s degree in Marketing, Business Admin, Communications

Tools

CRM systems

Customer feedback platforms

Job description

Placements24 is seeking a Customer Experience Manager to lead initiatives that enhance customer satisfaction and loyalty in a remote-first setting across South Africa. You will analyze customer data, develop customer-centric strategies, and drive cross-functional teams to deliver exceptional service at all touchpoints.

The role requires strong analytical, communication, and leadership skills, with a focus on empowering frontline staff and improving the overall customer journey.