Remote Retail CX Leader

Placements24; Paarl; Hybrid; ZAR 600.000 - 1.000.000; Vollzeit

Benefits dieser Stelle

Remote work

Home office stipend

Health benefits

Retirement plan

Professional development

Zusammenfassung

Placements24 is seeking a passionate Remote Retail Customer Experience Manager to lead online shopper journeys. You will design CX strategies, manage service protocols, analyze feedback, and collaborate with marketing, operations and product teams to drive loyalty from your home office.

As a remote leader, you will coach customer-facing teams, monitor metrics like NPS and CSAT, and champion customer-centricity across the organization while staying ahead of digital retail trends.

Qualifikationen

• 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 retail/e-commerce.
• 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.

Aufgaben

• 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 surveys, reviews, social media, and tickets to identify trends.
• Collaborate with marketing and product teams to align customer needs with development and campaigns.
• Create and optimize customer journey maps to address friction points.
• Develop training materials for customer-facing teams to enhance service delivery.
• Monitor CX metrics (NPS, CSAT, churn) and report on performance.
• Champion customer-centricity across the organization.
• Manage online communities and social media engagement related to support.
• Stay updated on CX trends and best practices in digital retail.

Kenntnisse

Strong analytical skills

Excellent communication

Empathetic mindset

CRM systems

Customer feedback tools

Ausbildung

Bachelor's degree in Marketing, Communications, Business, or related field

Tools

CRM systems

Customer feedback tools

Jobbeschreibung

Placements24 is seeking a passionate Remote Retail Customer Experience Manager to lead online shopper journeys. You will design CX strategies, manage service protocols, analyze feedback, and collaborate with marketing, operations and product teams to drive loyalty from your home office.

As a remote leader, you will coach customer-facing teams, monitor metrics like NPS and CSAT, and champion customer-centricity across the organization while staying ahead of digital retail trends.