E-commerce Customer Experience Strategist

2 days ago

Ayala Alabang, National Capital Region, Philippines beBeeCustomer Full time ₱800,000 - ₱1,000,000
Job Description

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

This role will involve developing a deep understanding of our brands and the voice of our customers, utilizing that knowledge to drive lifetime value, retention, upselling and cross-selling opportunities.

The successful candidate will be responsible for developing and executing an annual CX Roadmap, proactively identifying opportunities and leading initiatives that improve efficiency, elevate the customer experience, generate revenue or reduce costs.

Key responsibilities include implementing and optimizing AI Agent adoption, unlocking and leveraging customer data for cross-departmental insights, and transitioning CX into a revenue-generating function by integrating upselling, cross-selling and incentive programs for CX associates.

  • Develops and executes an annual CX Roadmap by proactively identifying opportunities and leading initiatives that either improve efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of these outcomes.
  • Unlock and leverage customer data for cross-departmental insights by identifying new reporting capabilities and distributing actionable findings. Turning customer inquiries into insights for each business unit.
Required Skills and Qualifications

Must-Have

  • People Management: Directly managed a team of at least two, with proven ability to lead, motivate and develop a CX team.
  • Excellent English Communication: Both written and verbal.
  • 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.
Benefits

Paid Holidays: Enjoy 13th month pay and comprehensive fringe benefits package.

Remote Work: 100% remote work arrangement.

What We Offer

A supportive and dynamic work environment that prioritizes employee growth and development.

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