Executive Director of Client Experience

2 weeks ago

Imus, Calabarzon, Philippines beBeeCustomer Full time $60,000 - $80,000
Job Title: Head of Customer Success

We are seeking a seasoned and proactive leader to spearhead our global customer experience function.

About the Role:
  • This strategic position is pivotal in driving satisfaction, loyalty, and operational excellence throughout the customer journey.
Key Responsibilities:
  1. Develop and execute comprehensive customer success strategies that foster growth.
  2. Establish and track key performance indicators (KPIs), processes, and team goals aligned with business objectives.
  3. Build, manage, and mentor a high-performing customer success team, encompassing support, aftersales, and service coordination.
Sales Enablement & Channel Coordination
  1. Enhance the consultative sales process through client communications across email, SMS, and social platforms.
  2. Oversee accurate and timely quote and invoice creation using Shopify and other tools.
  3. Collaborate with marketing and sales teams to support third-party and social commerce sales channels.
Post-Sales Operations & Aftersales Support
  1. Manage client onboarding and equipment setup, coordinating installations with technical service partners.
  2. Address customer inquiries regarding product use, service needs, and ongoing support.
  3. Facilitate additional orders of accessories, filters, or parts, including sourcing specialty items not listed online.
Shipping, Damage, and Returns Management
  1. Lead customer communications related to logistics, damages, and return claims.
  2. Collaborate with logistics teams to ensure fast, clear resolutions and optimize related processes.
Process Improvement
  1. Monitor recurring operational pain points and identify opportunities for automation or process streamlining.
  2. Collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience.

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