Remote Regional Customer Experience Leader | Hospitality

Placements24; George; Hybrid; ZAR 720,000 - 1,100,000; Full time

Benefits offered by this job

Competitive pay & bonuses

Fully remote work arrangement

Career growth opportunities

Innovation in guest services

Supportive virtual team environment

Job summary

Placements24 seeks a seasoned Regional Customer Experience Manager to lead remote CX initiatives across South Africa, elevating guest journeys and loyalty. The role requires strong analytics, experience with CX strategies, and the ability to train front-line staff while collaborating with marketing, ops, and tech teams.

Based in a remote-first environment, you will drive service excellence across diverse locations and leverage digital tools to improve delivery and brand reputation.

Qualifications

• Minimum 7 years of experience in customer experience or related field, preferably in hospitality or tourism.
• Proven success in developing and implementing CX strategies with measurable improvements.
• Strong analytical and problem-solving skills with proficiency in data analysis tools.
• Excellent communication, presentation, and interpersonal skills.
• Experience managing remote, multi-location teams.
• Bachelor's degree in related field preferred.

Responsibilities

• Design and implement CX strategies to enhance guest satisfaction and loyalty across the region.
• Monitor and analyze customer feedback, online reviews, and surveys to identify areas for improvement.
• Develop and deliver training programs for front-line staff to ensure consistent service delivery and adherence to brand standards.
• Collaborate with marketing, operations, and technology teams to integrate CX initiatives into all touchpoints.
• Manage the resolution of escalated customer complaints with timely and satisfactory outcomes.
• Identify and implement best practices in customer service and experience management.
• Track and report on CX metrics (NPS, CSAT, CES) and share insights.
• Champion a customer-centric culture across the organization, inspiring teams to prioritize guest needs.
• Utilize data analytics to gain insights into customer behavior and preferences.
• Develop and maintain strong relationships with stakeholders to ensure alignment on CX goals.

Skills

CX Strategy

Remote Leadership

Data Analysis

CRM Systems

Stakeholder Management

Education

Bachelor's degree in Business Administration/Marketing/Hospitality

Tools

CRM systems

Data analysis tools

Job description

Placements24 seeks a seasoned Regional Customer Experience Manager to lead remote CX initiatives across South Africa, elevating guest journeys and loyalty. The role requires strong analytics, experience with CX strategies, and the ability to train front-line staff while collaborating with marketing, ops, and tech teams.

Based in a remote-first environment, you will drive service excellence across diverse locations and leverage digital tools to improve delivery and brand reputation.