Senior Customer Experience Manager

With 15,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail and restaurant businesses the technology and services they need to succeed.

At StoreHub, we believe that technology is essential for businesses to survive and thrive in today's fast-changing world. We also believe that equal access to technology is a fundamental right. That's why we're committed to bridging this gap and making technology accessible to all, regardless of their background.

By focusing on serving needs, not just profit, we level the playing field for those who have been marginalized. Our customers trust us with the success of their businesses, and we play to win by enabling everyone to build successful businesses.

At StoreHub we model ourselves on a pro-sports team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

On a team like this, you learn the most, perform your best work, improve the fastest, and feel most fulfilled professionally.

As Senior Customer Experience Manager, you will have the unique opportunity to drive the entire customer journey strategy for the Philippines. You will collaborate closely with StoreHub's leadership team to drive extensive and sustainable growth and ensure a seamless customer experience for all of our merchants. The right candidate will leverage previous success ushering an organization through a period of rapid growth to bring StoreHub into its next level of maturation while focusing on high performance and a seamless customer experience.

In this role, you will oversee the entire Customer Experience which includes our Customer Care (Technical Customer Support) Customer Success (Account Management) and Customer Onboarding functions. You will be responsible for the full customer journey, optimizing for the sustained success of our merchants in the Philippines. Our next Head of Customer Experience must be a proven leader who is innovative, resourceful and demonstrates a quantitative approach to both business and customer operations. Being that this role will oversee one of the largest departments in the company, you must also demonstrate exceptional management and leadership skills.

The work is challenging, fast-paced, and always on the bleeding edge. You are extremely determined, have strong interpersonal skills, an unwavering commitment to quality, and a collaborative work ethic. You don't need to be an expert or know everything about our industry (even we don't). What we're after is someone with a curious mind and a passion for improvement.

What you will do:

• Own the entire customer journey from when a merchant signs up with us, to key milestones like technical troubleshooting, onboarding, adoption, and retention.
• Ensure effective cross-functional collaboration across the Customer Care (Technical Customer Support) Customer Success (Account Management) and Customer Onboarding functions, as well as other teams that do not report directly to you- sales, marketing, etc.
• Drive change throughout StoreHub as it scales, and ensure successful implementation and adoption of StoreHub's product offerings as the market expands
• Identify areas for improvement with regard to the full customer experience and implement new processes when and where needed
• Leverage data and analytics to inform strategic planning to define what customer success looks like
• Define and articulate StoreHub's value proposition as the company continues to expand into new regions and markets
• Recruit, retain, and develop high performing talent onto the Customer Care, Customer Success and Customer Onboarding team.

What you will need:

• At least 3+ years of experience in managerial roles: as a Head of Customer Experience, Customer Success, Account Management and Customer Service / Technical Support.
• More than 8-10 years of work experience within the customer service/customer success/account management function, ideally has managed companies with a mature customer experience function. Ideally, exp in managing a team of at least 30 people.
• Must be an analytical leader with a high level of intelligence demonstrated through effective problem solving skills, the ability to multitask and make decisions quickly. Proficient in technical aspects, particularly in hardware/software troubleshooting.
• Exemplifies track record of success operating a profitable and complex Technology / SaaS business through a period of rapid scale.
• Leverages data to lead in a metrics-driven environment and holds the team accountable to established metrics; ideally has created OKRs, KPIs, and metrics for a company in a high growth environment
• Proven ability in building & Leading teams of top talent and foster a culture of high performance. While having the ability to be "hands on" with the team in managing Merchants through the journey.
• Possesses exceptional communication skills that are transparent, appropriately challenging, and conducive to an environment where issues are identified and resolved
• Must be an individual with integrity and high standards in creating a robust systems, processes and structures.

What makes working at StoreHub awesome (and refreshing):

• Our people - for real Our culture is unlike anywhere else, as we model ourselves on a pro-sports team where all of your colleagues are extraordinary at what they do, constantly challenging you to improve yourself and your team. Expect to work with some of the smartest and most interesting StoreHubbers who are highly effective collaborators
• Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home
• Data availability. The biggest benefit of using a lot of tools is that we have a LOT of data and easy access to analytics. We are problem solvers at heart, and we strive to fix issues at their root cause. With a focus on facts and data, we make informed decisions and consider multiple perspectives to find the best solutions
• Embracing Feedback: Courage and Growth. At StoreHub, we highly value the courage to give and receive feedback as an integral part of personal and professional growth. We believe in correcting, teaching, and embracing new ideas fearlessly, holding ourselves and our teammates to high standards to achieve our full potential. Failure is not a setback but an opportunity to learn and grow, and we never shy away from pushing ourselves to be our best
• It's the Impact that counts. We recognise that results are not tied to the number of hours put in to achieve them. There's no reward for long hours with poor results and there's no penalty for going home on time when you're producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work alone and long hours are not how we measure or talk about a person's contribution. Instead, our model works best for people who highly value teammates who deliver consistent excellence
• CADCHI. Co-created values, a compass to achieve our mission: Communication, Authenticity, Discernment, Courage, Hunger, Impact

• Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters
• Sports events sponsored by the company
• Team building activities to help you bond and collaborate with your teammates
• Robust employee engagement framework with different activities every month to help you connect and build relationships with amazing Hubbers from other departments
• Reflection and feedback culture, with monthly one-on-ones with your coach to help you grow and receive in-depth individual feedback
• Career progression map to help you build your own path within your team, with both expert and coach tracks, as well as internal movement opportunities to other departments

• Free Season Parking - no more roadside headaches
  
• HMO
• Apple Macbooks for everyone to help you do your best work