Director of Client Experience

1 week ago

Hagonoy, Central Luzon, Philippines beBeeCustomer Full time $80,000 - $100,000

Job Overview:

Customer Success Strategist

A strategic customer success strategist is required to own the end-to-end customer experience and define scalable customer success strategies to support growth.

The successful candidate will be responsible for establishing and tracking key performance indicators (KPIs), processes, and team goals aligned with business objectives. This role requires building, managing, and mentoring a high-performing customer success team, including support, aftersales, and service coordination.

Sales Enablement & Channel Coordination

The sales enablement & channel coordination aspect of this role involves enabling the consultative sales process through client communications across email, SMS, and social platforms. Additionally, the successful candidate will oversee accurate and timely quote and invoice creation using Shopify, QuickBooks, and other tools. They will also support third-party and social commerce sales channels in coordination with marketing and sales teams.

Post-Sales Operations & Aftersales Support

Post-sales operations & aftersales support is a crucial aspect of this role. The successful candidate will manage client onboarding and equipment setup, coordinating installations with technical service partners. They will also respond to customer inquiries regarding product use, service needs, and ongoing support.

Shipping, Damage, and Returns Management

Shipping, damage, and returns management is another important responsibility of this role. The successful candidate will lead customer communications related to logistics, damages, and return claims. They will work with logistics teams to ensure fast, clear resolutions and optimize related processes.

Process Improvement

This role requires continuous process improvement. The successful candidate will monitor recurring operational pain points and identify opportunities for automation or process streamlining. They will collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience.

Key Qualifications:
  • Minimum 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.
  • Background in e-commerce operations; Shopify and QuickBooks experience strongly preferred.
  • Outstanding written and verbal communication skills.
  • Strong analytical and problem-solving skills with attention to detail.
  • Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage.

Benefits:
  • A remote-first, globally distributed team and flexible work environment.
  • The opportunity to lead a high-impact function within a fast-growing brand.
  • A collaborative, passionate culture driven by innovation and a love for coffee.

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