Remote Project Manager – Customer Experience Enhancement

Placements24; Soweto; Hybrid; ZAR 700,000 - 950,000; Full time

Benefits offered by this job

Medical insurance

Retirement fund

Bonuses

Remote work setup

Job summary

Placements24 is seeking a dedicated Remote Project Manager to drive customer experience initiatives. The role focuses on improving customer satisfaction, loyalty, and engagement across touchpoints.

You will lead virtual teams, implement CX tech, and ensure projects align with service excellence. The ideal candidate has 5+ years in project management with a CX or customer service focus, plus experience with CRM and UX considerations.

Qualifications

• Bachelor's degree in a related field.
• Minimum 5 years of project management experience focused on customer experience or related initiatives.
• Experience managing CRM systems, customer feedback platforms, or UX design.
• Excellent virtual communication, interpersonal, and leadership skills.
• Strong analytical and data-driven decision-making abilities.
• Proficiency with project management tools (Asana, Trello, Jira).

Responsibilities

• Manage the full lifecycle of customer experience enhancement projects from conception to completion.
• Develop detailed project plans with scope, objectives, timelines and resources.
• Lead and coordinate virtual cross-functional teams and ensure collaboration.
• Identify, assess, and mitigate risks and dependencies in CX initiatives.
• Oversee implementation of new customer service technologies, CRM enhancements, and feedback systems.
• Use customer data/feedback to identify areas for improvement and inform strategies.
• Ensure projects align with service standards and brand values.
• Communicate status, insights, and recommendations to stakeholders and senior management.
• Track progress against KPIs and report impact of changes.

Skills

Project management

CRM experience

Virtual collaboration

Analytical thinking

Data-driven

Leadership

Education

Bachelor's degree in related field

Tools

Asana

Trello

Jira

Job description

About the Role

Our client, a leading service provider, is seeking a dedicated Remote Project Manager to drive initiatives focused on enhancing customer experience. This fully remote position is crucial for identifying and implementing strategies that improve customer satisfaction, loyalty, and overall engagement across all touchpoints. The ideal candidate will possess a strong understanding of customer journey mapping, CRM systems, and user experience principles, coupled with robust project management skills. You will lead cross-functional teams in a virtual setting, manage the implementation of new customer-facing technologies, and ensure that projects align with the company's commitment to service excellence. This is an excellent opportunity for a motivated Project Manager to make a significant, measurable impact on customer relations from a remote location, contributing to the company's growth and reputation.

Key Responsibilities

• Manage the complete lifecycle of customer experience enhancement projects, from conception to completion.
• Develop detailed project plans, defining scope, objectives, deliverables, timelines, and resource requirements.
• Lead and coordinate virtual, cross-functional teams, ensuring effective collaboration and task management.
• Identify, assess, and mitigate risks and dependencies associated with customer experience initiatives.
• Oversee the implementation of new customer service technologies, CRM enhancements, and feedback systems.
• Utilize customer data and feedback to identify areas for improvement and inform project strategies.
• Ensure all projects align with the company's customer service standards and brand values.
• Communicate project status, key insights, and recommendations clearly to stakeholders and senior management.
• Track project progress against defined KPIs and report on the impact of implemented changes.

Requirements

• Bachelor's degree in Business Administration, Marketing, Psychology, or a related field.
• A minimum of 5 years of project management experience, with a strong focus on customer experience, customer service, or related initiatives.
• Proven experience in managing projects involving CRM systems, customer feedback platforms, or user experience design.
• Excellent virtual communication, interpersonal, and leadership skills.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Proficiency in project management software (e.g., Asana, Trello, Jira) and familiarity with customer experience management tools.
• Ability to work independently and manage multiple priorities effectively in a remote work environment.
• Experience in the service industry is advantageous.
• Must be comfortable working remotely and based in South Africa, ideally with connectivity suitable for remote work, and within reasonable proximity to Soweto for potential occasional in-person meetings if required.

Benefits

• Competitive annual salary up to ZAR.
• Comprehensive medical and dental insurance.
• Contribution to a retirement fund.
• Performance-based incentives and bonuses.
• Generous paid time off and holidays.
• Opportunities for professional development and training in CX best practices.
• Fully remote work setup providing excellent work-life balance.