Remote Retail CX Lead — Customer Experience Strategy

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

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.