Remote Senior Customer Experience Manager - WhatJobs Direct

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

About the Role

Our client is seeking an experienced and strategic Remote Senior Customer Experience Manager to lead their customer-centric initiatives. This pivotal role is responsible for designing, implementing, and overseeing all aspects of the customer experience across all touchpoints, ensuring exceptional service delivery and fostering long-term customer loyalty. The ideal candidate will possess a deep understanding of customer journey mapping, service design, data analysis, and team leadership, with a proven ability to translate customer insights into actionable strategies. As a fully remote position, you will collaborate closely with cross-functional teams, including marketing, sales, product development, and support, to champion the voice of the customer throughout the organization. We are looking for a visionary leader who can inspire a culture of service excellence and drive continuous improvement in customer satisfaction metrics. This is a significant opportunity to shape the customer journey for a prominent retail brand, driving innovation and best practices in customer experience management from your home office. Your expertise will be crucial in elevating the brand's reputation and ensuring a consistently positive interaction for every customer.

Key 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.
• Design and implement customer feedback mechanisms (surveys, reviews, NPS) and action plans based on insights.
• Lead and mentor a team of customer experience professionals, fostering a high-performance culture.
• Collaborate with product and marketing teams to ensure customer needs are represented in development and strategy.
• Implement and manage customer service standards and training programs.
• Monitor key customer experience metrics (CSAT, NPS, churn rate) and report on performance.
• Drive initiatives to improve customer retention and advocacy.
• Act as a champion for the customer across the organization.
• Stay abreast of industry best practices and emerging trends in customer experience.

Requirements

• Master's degree in Business Administration, Marketing, Psychology, or a related field.
• Minimum of 7-10 years of progressive experience in customer experience management, customer service leadership, or related roles.
• Demonstrated success in developing and implementing impactful customer experience strategies.
• Proven ability to lead and develop high-performing teams.
• Expertise in customer journey mapping, service design, and data analysis.
• Strong understanding of CX metrics and reporting tools.
• Excellent communication, presentation, and interpersonal skills.
• Strategic thinker with a strong ability to influence stakeholders.
• Experience working in a remote or distributed team environment.
• Passion for delivering exceptional customer experiences.

Benefits

This is a fully remote role offering significant flexibility and work-life balance. Our client provides a highly competitive executive-level salary and a comprehensive benefits package, including health, dental, and vision insurance, as well as retirement planning options. Opportunities for continuous professional development and leadership training are provided. You will have the autonomy to lead significant initiatives and make a tangible impact on customer loyalty and brand perception. Join a progressive organization committed to putting the customer at the heart of everything they do.