Remote Retail Customer Experience Lead

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

Benefits offered by this job

Fully remote position

Bonus opportunities tied to customer-s

Health, dental, and vision insurance

Professional development budget

Collaborative remote work environment

Job summary

Placements24 is seeking a Remote Retail Customer Experience Lead to spearhead initiatives that enhance customer satisfaction and loyalty across all digital touchpoints. This role is fully remote, empowering you to shape exceptional customer journeys from anywhere.

You will analyze customer feedback, design journey maps, and collaborate with product, marketing, and support teams to drive a customer-first culture. A strong track record in CX strategy and data-driven decision making is required.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Psychology or related field.
• Minimum 5 years of experience in customer experience management, customer service leadership, or related field, with significant remote experience.
• Proven track record of designing and implementing CX strategies that improved metrics.
• Deep understanding of customer journey mapping, user research, and data analysis.

Responsibilities

• Develop and execute a comprehensive CX strategy aligned with business objectives.
• Analyze customer feedback from surveys, reviews, social media, and support interactions to identify pain points.
• Design and implement customer journey maps for seamless interactions at all stages.
• Collaborate with product, marketing, and customer support to champion CX across the org.
• Develop and manage customer loyalty programs to foster retention and advocacy.
• Oversee performance of customer support channels, ensuring empathetic resolution of inquiries.
• Leverage technology and data to personalize customer interactions.
• Create and maintain CX guidelines for all customer-facing teams.
• Monitor CX metrics (NPS, CSAT, CES) and report on performance.
• Stay abreast of CX trends in retail and e-commerce.

Skills

Customer experience leadership

Remote work experience

Analytical thinking

Stakeholder management

Education

Bachelor's degree in Marketing, Business Administration, Psychology

Tools

CRM systems

Customer feedback platforms

Job description

About the Role

Our client, a forward-thinking online retailer, is seeking a highly motivated and customer-centric Remote Retail Customer Experience Lead to spearhead initiatives that enhance customer satisfaction and loyalty across all digital touchpoints. This is a fully remote position, empowering you to shape exceptional customer journeys from anywhere. The ideal candidate will possess a deep understanding of customer behavior, experience design, and the ability to translate insights into actionable strategies that drive positive interactions. You will be responsible for defining and implementing the customer experience vision, collaborating with cross-functional teams to ensure consistency and excellence. This role is critical for building strong customer relationships and differentiating our client in the competitive e-commerce landscape. We are looking for a passionate advocate for the customer, capable of leading by example and fostering a customer-first culture within a remote-first organization. Your expertise in analyzing customer feedback and implementing service improvements will be key to this role's success in elevating our client's brand perception and driving long-term customer value.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Analyze customer feedback from various channels (surveys, reviews, social media, support interactions) to identify pain points and areas for improvement.
• Design and implement customer journey maps, ensuring seamless and positive interactions at every stage.
• Collaborate with product, marketing, and customer support teams to champion customer-centricity across the organization.
• Develop and manage customer loyalty programs and initiatives to foster retention and advocacy.
• Oversee the performance of customer support channels, ensuring efficient and empathetic resolution of customer inquiries.
• Identify opportunities to leverage technology and data to personalize customer interactions and enhance satisfaction.
• Create and maintain customer experience guidelines and best practices for all customer-facing teams.
• Monitor key customer experience metrics (e.g., NPS, CSAT, Customer Effort Score) and report on performance.
• Stay abreast of emerging trends and innovations in customer experience management within the retail and e-commerce sectors.

Requirements

• Bachelor's degree in Marketing, Business Administration, Psychology, or a related field.
• Minimum of 5 years of experience in customer experience management, customer service leadership, or a related field, with significant experience in a remote setting.
• Proven track record of designing and implementing successful customer experience strategies that have driven measurable improvements.
• Deep understanding of customer journey mapping, user research, and data analysis techniques.
• Excellent communication, influencing, and stakeholder management skills.
• Experience with CRM systems and customer feedback platforms.
• Strong analytical and problem-solving abilities with a data-driven approach.
• Ability to lead and inspire cross-functional teams towards a common customer-centric goal.
• Passion for creating exceptional customer experiences and a strong empathy for customer needs.

Benefits

• Fully remote position offering flexibility and work-life balance.
• Competitive salary with bonus opportunities tied to customer satisfaction metrics.
• Comprehensive health, dental, and vision insurance.
• Generous professional development budget for training and conferences.
• A collaborative and innovative remote work environment.
• Opportunity to make a significant impact on customer loyalty and brand reputation.