Titre du poste

Customer Experience Director - Remote

Description

Position : Customer Experience Director - Remote

We are seeking a highly strategic and people-centered Customer Experience Director to lead, shape, and elevate our overall customer journey. This role is responsible for designing exceptional customer experiences, improving satisfaction and retention, and ensuring every interaction reflects our brand values. The ideal candidate is a visionary leader who understands customer psychology, data-driven decision making, and operational execution.
Key Responsibilities

  • Develop and execute a comprehensive customer experience strategy aligned with business goals.
  • Oversee the entire customer journey across all touchpoints, ensuring a seamless, consistent, and engaging experience.
  • Lead customer feedback programs, including surveys, NPS, analytics, and customer insights initiatives.
  • Identify pain points and opportunities to improve satisfaction, loyalty, and lifetime value.
  • Collaborate with marketing, product, sales, and operations teams to drive customer-centric initiatives.
  • Implement best practices for onboarding, engagement, support, and retention.
  • Lead, mentor, and manage customer experience and support teams.
  • Establish clear CX performance metrics and deliver periodic reports to executive leadership.
  • Champion a strong customer-first culture across the organization.

Required profile for job ad : Customer Experience Director - Remote

Skills & Qualifications

  • Bachelor’s degree in Business, Customer Experience Management, Marketing, or related field (Master’s preferred).
  • Proven experience (7+ years) in Customer Experience, Customer Success, or senior-level Service Leadership.
  • Strong leadership ability with experience managing large or multi-functional teams.
  • Excellent communication, emotional intelligence, and interpersonal skills.
  • Data-driven mindset with experience using CX tools, analytics, CRM platforms, and reporting dashboards.
  • Demonstrated success in reducing churn, increasing satisfaction, and improving loyalty metrics.
  • Strategic thinker with strong execution capabilities.

What We Offer

  • Competitive compensation with performance incentives.
  • Strategic leadership influence and high-impact responsibilities.
  • Collaborative, innovative, and people-first work culture.
  • Growth and career advancement opportunities.
  • Flexible working arrangements depending on company structure.

Job criteria for job ad : Customer Experience Director - Remote

  • Job category :
    Marketing, communication - Sales
  • Industries :
    Call centers, hotlines - Distribution, selling, wholesale - Marketing, communication, media
  • Employment type : Permanent contract
  • Region : Kampala
  • City : Remote
  • Remote work :
    Yes
  • Experience level : More than 10 years
  • Educational level : Bachelor
  • Spoken language :
    english > fluent
  • Number of Position(s) : 3
  • Team management :
    Yes
  • Customer Development
  • CRM
  • Sales
  • Marketing
  • Communication
Be cautious! Do not send money to a potential employer. Do not pay any money for a potential contract of employment or for pre-employment training.
Please report any irregularities by using the candidate contact form and selecting the subject "Report a job ad".
Type de poste
Temps plein
Lieu du poste
Remote, Ouganda
Date de publication
7 janvier 2026
Valide jusqu’au
8 mars 2026
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Poste : Customer Experience Director - Remote

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