Chief Customer Experience Officer

1 day ago

Pasay, National Capital Region, Philippines beBeeCustomer Full time ₱2,500,000 - ₱3,500,000
About the Role

We are seeking an experienced Customer Experience Strategist to oversee day-to-day customer interactions, ensuring seamless support operations and leveraging data to improve service quality and efficiency.

This role will evolve into a strategic leadership position, shaping the CX vision, driving initiatives that enhance efficiency, grow revenue, and strengthen cross-functional impact.

Key Responsibilities:
  • Develop a deep understanding of our brands and the voice of our customers, leveraging knowledge to drive lifetime value, retention, upselling, and cross-selling opportunities.
  • Develop and execute an annual CX Roadmap, identifying opportunities and leading initiatives that improve efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of these outcomes.
  • Implement and optimize AI Agent adoption, automating simple and routine inquiries and enabling deeper focus on complex customer issues.
  • Unlock and leverage customer data for cross-departmental insights, identifying new reporting capabilities and distributing actionable findings.
  • Transition CX into a revenue-generating function by integrating upselling, cross-selling, and incentive programs for CX associates.
Competencies and Qualifications:

Must-Have

  • People Management: Proven ability to lead, motivate, and develop a CX team with a minimum of two direct reports.
  • Excellent English Communication: Both written and verbal.
  • Strategic Vision: Ability to proactively identify opportunities and lead projects that improve efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of those outcomes.
  • Data Interpretation & Storytelling: Ability to turn raw data into clear, actionable insights that drive informed decision making.
  • Business Decision-Making Mindset: Ability to evaluate trade-offs by factoring in cost, team capacity, and overall impact to make strategic choices.
  • Customer Advocacy: Understanding of customer needs and pain points, with the ability to translate insights into actionable improvements.
  • Change Management: Experienced in leading teams through process changes, new initiatives, and technology adoption while sustaining engagement and productivity.
  • E-commerce Familiarity: Experience with Shopify, Amazon, Recharge, and Skio (or similar e-commerce platforms).

Nice-to-Have

  • Experience with upselling, cross-selling, or retention strategies in e-commerce.
  • Experience using Gorgias.
  • AI Agent Utilization: Goal is for 30% of tickets to be automated.
Success Metrics:
  • Data-Driven Impact: Deliver new recurring CX reports that offer actionable insights and guide strategic decisions.
  • Revenue Contribution from CX: Consistently generate revenue through upselling and cross-selling during customer interactions.

Above all, we're looking for someone who can help us create an exceptional customer experience and drive business results through effective CX strategies.

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