Remote Retail Customer Experience Manager

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

About the Role

Our client is searching for a passionate and strategic Remote Retail Customer Experience Manager to lead the development and implementation of exceptional customer journeys for their online clientele. This fully remote position requires a visionary leader who can orchestrate seamless and positive interactions across all customer touchpoints. You will be responsible for defining customer service standards, managing feedback mechanisms, and driving initiatives to enhance customer loyalty and satisfaction. The ideal candidate has a proven track record in customer experience management, a deep understanding of customer journey mapping, and a commitment to data-driven improvements. This role offers the autonomy of remote work and the chance to shape the customer-centric culture of a forward-thinking retail company, impacting customers nationwide from their base in Polokwane or elsewhere. You will be the voice of the customer, ensuring their experience is consistently outstanding.

Key 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).

Requirements

• Significant experience in Customer Experience Management, Customer Service Management, or a related field, ideally within retail or e-commerce.
• Demonstrated success in developing and implementing customer-centric strategies.
• In-depth knowledge of customer journey mapping, service design, and user experience principles.
• Experience with customer feedback tools and analytics platforms.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to lead and inspire teams, even in a remote setting.
• Proficiency in CRM software and other relevant customer experience technologies.
• Strategic thinker with a hands-on approach to execution.
• Bachelor's degree in Business, Marketing, Psychology, or a related field is highly desirable.

Benefits

• Enjoy the ultimate flexibility with this fully remote position, allowing you to work from any approved location.
• Our client offers a highly competitive salary, comprehensive benefits package, and opportunities for significant professional growth.
• You will be empowered with the resources and autonomy to make a real impact on customer satisfaction and brand loyalty.
• Regular virtual team meetings and professional development sessions are provided to foster collaboration and skill enhancement.
• This role, accessible remotely from Polokwane , allows you to leverage your expertise in customer experience to drive business success on a national scale.