Senior Customer Experience Manager

Placements24; Gqeberha; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

medical aid

performance bonuses

opportunities for professional develop

access to online courses

industry conferences

culture of innovation and continuous学习

Job summary

Placements24 is seeking an experienced Senior Customer Experience Manager to shape and elevate the customer journey for a forward-thinking retail brand. This fully remote role requires leadership of CX programs, data-driven insights, and a passion for improving satisfaction and retention across all touchpoints.

You will analyze feedback, maps, and data, guiding cross-functional teams to deliver consistent, customer-centric experiences while driving brand loyalty.

Qualifications

• Minimum 5 years of experience in customer experience management, customer service leadership, or a related field, preferably within retail or e-commerce.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.
• Experience with customer feedback platforms, CRM systems, and journey mapping tools.
• Ability to work independently, manage multiple projects, and thrive in a remote work environment.
• A deep understanding of customer journey design and service innovation.
• Bachelor's degree in Business, Marketing, Psychology, or a related field is highly preferred.

Responsibilities

• Develop and execute a comprehensive customer experience strategy that aligns with business objectives and brand values.
• Analyze customer feedback, journey maps, and data to identify pain points and opportunities for improvement.
• Design and implement initiatives to enhance customer satisfaction, loyalty, and retention across all channels.
• Collaborate with cross-functional teams (marketing, sales, operations, product) to ensure a seamless and consistent customer experience.
• Champion a customer-centric culture throughout the organization, advocating for the voice of the customer.
• Manage and analyze customer feedback tools, surveys, and CRM data to derive actionable insights.
• Develop training materials and programs to empower frontline staff in delivering exceptional customer service.
• Track key customer experience metrics (e.g., NPS, CSAT, CES) and report on progress to senior management.
• Stay abreast of emerging trends and best practices in customer experience management and digital engagement.

Skills

CX strategy

Stakeholder management

Data analysis

Customer journey mapping

Remote work

Education

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

Tools

CRM systems

Customer feedback platforms

Journey mapping tools

Job description

About the Role

Our client, a forward-thinking retail brand, is seeking an experienced and passionate Senior Customer Experience Manager to spearhead their customer engagement strategies. This entirely remote role will focus on shaping and elevating the customer journey across all touchpoints for their operations serving Port Elizabeth, Eastern Cape . The ideal candidate will possess a deep understanding of customer psychology, a proven ability to design and implement effective CX programs, and a commitment to fostering brand loyalty. You will be responsible for analyzing customer feedback, identifying areas for improvement, and driving initiatives that enhance satisfaction and retention. This is a unique opportunity to define and lead customer experience for a growing brand from a remote capacity.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy that aligns with business objectives and brand values.
• Analyze customer feedback, journey maps, and data to identify pain points and opportunities for improvement.
• Design and implement initiatives to enhance customer satisfaction, loyalty, and retention across all channels.
• Collaborate with cross-functional teams (marketing, sales, operations, product) to ensure a seamless and consistent customer experience.
• Champion a customer-centric culture throughout the organization, advocating for the voice of the customer.
• Manage and analyze customer feedback tools, surveys, and CRM data to derive actionable insights.
• Develop training materials and programs to empower frontline staff in delivering exceptional customer service.
• Track key customer experience metrics (e.g., NPS, CSAT, CES) and report on progress to senior management.
• Stay abreast of emerging trends and best practices in customer experience management and digital engagement.

Requirements

• Minimum of 5 years of experience in customer experience management, customer service leadership, or a related field, preferably within retail or e-commerce.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.
• Experience with customer feedback platforms, CRM systems, and journey mapping tools.
• Ability to work independently, manage multiple projects, and thrive in a remote work environment.
• A deep understanding of customer journey design and service innovation.
• Bachelor's degree in Business, Marketing, Psychology, or a related field is highly preferred.

Benefits

This fully remote position offers a highly competitive salary and includes a comprehensive benefits package, such as medical aid and performance bonuses.

Our client provides opportunities for professional development, including access to online courses and industry conferences, and fosters a culture of innovation and continuous learning.

• medical aid
• performance bonuses
• opportunities for professional development
• access to online courses
• industry conferences
• culture of innovation and continuous learning