Remote Senior Customer Experience Leader

Placements24; Sandton; Hybrid; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health insurance

Retirement planning

Leadership development

Job summary

Placements24 is seeking a Remote Senior Customer Experience Manager to lead customer-centric initiatives across touchpoints for a prominent retail brand. Design and oversee CX strategy, map journeys, and translate insights into actions. You will guide cross-functional teams and drive improvements in CSAT, NPS, and retention from your home office.

The role emphasizes strategic thinking, data-driven decisions, and the ability to influence stakeholders while managing a distributed team remotely.

Qualifications

• Master's degree in Business Administration, Marketing, Psychology, or related field.
• 7-10 years of progressive experience in customer experience management, customer service leadership, or related roles.
• Proven ability to lead and develop high-performing teams and implement CX strategies.
• Experience working in a remote or distributed team environment.

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with business goals.
• Map and analyze customer journeys to identify pain points and opportunities for enhancement.
• Lead and mentor a team of customer experience professionals, fostering a high-performance culture.
• Collaborate with product and marketing to represent customer needs in development and strategy.
• Implement and manage customer service standards and training programs.
• Monitor CX metrics (CSAT, NPS, churn) and report on performance.
• Drive initiatives to improve customer retention and advocacy.
• Champion the customer across the organization.
• Stay abreast of industry best practices and emerging trends in customer experience.

Skills

Customer journey mapping

Service design

Data analysis

Team leadership

Stakeholder influence

Remote collaboration

Education

Master's degree in Business Administration, Marketing, Psychology, or related field

Job description

Placements24 is seeking a Remote Senior Customer Experience Manager to lead customer-centric initiatives across touchpoints for a prominent retail brand. Design and oversee CX strategy, map journeys, and translate insights into actions. You will guide cross-functional teams and drive improvements in CSAT, NPS, and retention from your home office.

The role emphasizes strategic thinking, data-driven decisions, and the ability to influence stakeholders while managing a distributed team remotely.