Customer Experience Lead (Remote Retail)

About the Role

Our client seeks a dedicated and innovative Customer Experience Lead to spearhead their remote retail customer service initiatives based in Cape Town . This role is crucial in defining and delivering exceptional customer interactions across all digital touchpoints. You will be responsible for developing strategies to enhance customer satisfaction, loyalty, and retention within a fully remote operational framework. The ideal candidate is passionate about customer advocacy, possesses strong analytical skills, and excels at leading a distributed team to achieve outstanding service levels, contributing to the brand's reputation for excellence in the online retail space.

Key Responsibilities

• Design and implement comprehensive customer experience strategies for the remote retail environment.
• Lead and coach a remote customer service team, setting clear performance expectations and fostering a positive, customer-centric culture.
• Analyze customer feedback, support tickets, and satisfaction surveys to identify trends and areas for improvement.
• Develop and maintain service level agreements (SLAs) and operational guidelines for the customer support function.
• Collaborate with product and marketing teams to ensure a cohesive customer journey and timely resolution of issues.
• Utilize CRM and support platform data to drive continuous improvement in customer engagement and problem resolution.

Requirements

• Minimum of 4 years of experience in customer experience or customer service management, preferably in a remote setting.
• Demonstrated success in developing and executing customer-centric strategies that improve satisfaction and loyalty.
• Strong understanding of customer support tools , ticketing systems, and analytics platforms.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to lead, motivate, and manage a remote team effectively.

Benefits

• Competitive salary and performance incentives.
• Fully remote work environment with flexible scheduling options.
• Comprehensive medical, dental, and vision insurance plans.
• Paid time off and company holidays.
• Opportunities for professional growth and development in customer experience management.

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