Remote Retail Customer Experience Lead

Placements24; Polokwane; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Fully remote

Competitive salary

Comprehensive benefits

Regular virtual meetings

National scope from Polokwane

Job summary

Placements24 is seeking a Remote Retail Customer Experience Manager to lead the development and execution of customer journeys for our online clients. This strategic, fully remote role requires a visionary leader who can unify touchpoints and drive loyalty from nationwide customers, including those based in Polokwane.

You will define service standards, manage feedback channels, mentor remote teams, and partner with marketing, sales and product to ensure a seamless customer experience backed by

Qualifications

• Significant experience in customer experience or customer service management, ideally retail/e-commerce.
• Proven ability to develop and implement customer-driven strategies.
• Expertise in journey mapping, service design, and UX principles.
• Experience with feedback tools and analytics platforms.
• Strong analytics and problem-solving with data-driven insights.
• Excellent communication and leadership, remote-friendly.
• Bachelor's degree in related field is desirable.

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business goals.
• Map customer journeys across all touchpoints, identifying areas for improvement.
• Define and implement customer service standards and best practices.
• Oversee customer feedback channels, including surveys, reviews, and social media monitoring.
• Analyze customer data to identify pain points and opportunities for enhancement.
• Lead initiatives to improve customer satisfaction, retention, and loyalty.
• Collaborate with marketing, sales, and product teams to ensure a unified customer experience.
• Develop training materials and programs for customer-facing teams.
• Manage customer service tools and technologies, ensuring optimal utilization.
• Track and report on key customer experience metrics (e.g., NPS, CSAT, CES).

Skills

Customer Experience Management

Customer Service Management

Data-driven decision making

Analytical skills

Remote leadership

Communication skills

Education

Bachelor's degree in Business/Marketing/Psychology

Tools

CRM software

Analytics platforms

Job description

Placements24 is seeking a Remote Retail Customer Experience Manager to lead the development and execution of customer journeys for our online clients. This strategic, fully remote role requires a visionary leader who can unify touchpoints and drive loyalty from nationwide customers, including those based in Polokwane.

You will define service standards, manage feedback channels, mentor remote teams, and partner with marketing, sales and product to ensure a seamless customer experience backed by