Remote Retail Customer Experience Manager

Placements24; Stellenbosch; Remote; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Home office stipend

Health and wellness benefits

Retirement savings plan

Professional development

Job summary

Placements24 is seeking a Remote Retail Customer Experience Manager to lead the design and delivery of exceptional online shopping journeys. This role rewards strategic thinking, customer empathy, and strong collaboration across functions in a fully remote environment.

You will analyze feedback from surveys, reviews and tickets, translate insights into actionable CX improvements, and partner with marketing, operations and product teams to embed customer needs into every initiative.

Qualifications

• Bachelor's degree in Marketing, Communications or related field.
• 5+ years in customer experience or CS leadership in retail/e-commerce.
• Proven ability to design and implement CX strategies.
• Strong data analysis and reporting skills.
• Experience with remote cross-functional teams.

Responsibilities

• Design and implement omnichannel CX strategies.
• Lead remote customer service teams and processes.
• Analyze feedback from surveys, reviews, and tickets.
• Collaborate with marketing, ops, and product to embed CX.
• Map customer journeys and identify friction points.
• Develop training for customer-facing teams.
• Track metrics like NPS, CSAT, and churn.
• Advocate for customer needs across the org.

Skills

CX strategy

Remote collaboration

Analytical skills

Stakeholder management

Communication

Education

Bachelor's degree in Marketing/Communications/Business

Tools

CRM systems

Customer feedback tools

Job description

About the Role

Our client is seeking a passionate and customer-centric Remote Retail Customer Experience Manager to spearhead efforts in creating exceptional journeys for our online shoppers. This fully remote position requires a strategic thinker with a deep understanding of customer service principles and digital engagement. You will be responsible for developing and implementing strategies that enhance customer satisfaction, build brand loyalty, and improve the overall online retail experience. This role involves analyzing customer feedback, identifying pain points, and collaborating with various departments including marketing, operations, and product development to implement improvements. As a remote employee, you will excel at virtual collaboration and communication to drive initiatives that resonate with our customers. We are looking for an empathetic leader who can translate customer insights into actionable plans that foster positive and lasting relationships.

Key Responsibilities

• Design and implement customer experience strategies across all online touchpoints.
• Develop and manage customer service protocols, ensuring consistent and high-quality support.
• Analyze customer feedback from various channels (surveys, reviews, social media, support tickets) to identify trends and areas for improvement.
• Collaborate with marketing and product teams to ensure customer needs are integrated into product development and campaign planning.
• Create and optimize customer journey maps to identify and address potential friction points.
• Develop training materials and programs for customer-facing teams to enhance service delivery.
• Monitor key customer experience metrics (e.g., NPS, CSAT, churn rate) and report on performance.
• Champion customer-centricity throughout the organization, advocating for customer needs.
• Manage online community forums and social media engagement related to customer support.
• Stay abreast of the latest trends and best practices in customer experience management and digital retail.

Requirements

• Bachelor's degree in Marketing, Communications, Business, or a related field.
• Minimum of 5 years of experience in customer experience, customer service management, or a related role within the retail or e-commerce sector.
• Proven ability to develop and implement successful customer experience strategies.
• Strong analytical skills with experience in customer feedback analysis and reporting.
• Excellent understanding of customer journey mapping and service design principles.
• Demonstrated ability to manage projects and collaborate effectively with cross-functional teams in a remote environment.
• Exceptional communication, presentation, and interpersonal skills.
• Empathetic and customer-focused mindset with a passion for service excellence.
• Proficiency in CRM systems and customer feedback tools.
• Ability to work independently, take initiative, and manage multiple priorities effectively.

Benefits

This position offers the significant benefit of being 100% remote, allowing for excellent work-life integration. Our client provides a competitive salary, comprehensive health and wellness benefits, and a robust retirement savings plan. You will have access to a home office stipend and generous opportunities for professional development and continuing education. Join a customer-focused organization committed to innovation and growth in the online retail space. This role offers a chance to significantly impact customer loyalty and brand perception from your home office. Be part of a dynamic team that values collaboration and continuous improvement in delivering outstanding customer experiences.