Ecommerce Experience Excellence Director

20 hours ago

Batangas, Calabarzon, Philippines beBeeCustomerExperience Full time ₱2,000,000 - ₱3,000,000
About the Role

The ideal candidate will be responsible for leading customer interactions, ensuring seamless support operations, and leveraging data to improve service quality and efficiency.

This leadership position is expected to evolve into a strategic role—shaping the CX vision, proactively driving initiatives that enhance efficiency, grow revenue, and strengthen cross-functional impact, ultimately positioning the team as a key driver of growth and customer loyalty.

Main Responsibilities
  • Develop a deep understanding of our brands and the voice of our customers: Leverage knowledge in a way that drives lifetime value, retention, upselling and cross-selling opportunities.
  • Analyze and Optimize Customer Experience:
    • Identify opportunities to improve efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of these outcomes.
    • Implement and optimize AI Agent adoption:
      • Automate simple and routine inquiries
      • Enable deeper focus on more sensitive and complex customer issues, and free up team capacity for strategic initiatives
    • 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.
    • Transition CX into a revenue-generating function by integrating upselling, cross-selling, and incentive programs for CX associates to drive incremental sales while maintaining exceptional service quality.
  • People Management: Directly manage a team of at least two, with proven ability to lead, motivate, and develop a CX team.
  • Key Competencies:
    • Excellent English Communication: Both written and verbal.
    • Strategic Vision: Proactively identified opportunities and led projects that either improved efficiency, elevated the customer experience, generated revenue, reduced costs, or delivered a combination of those outcomes.
    • Data Interpretation & Storytelling: Ability to turn raw data into clear, actionable insights that drive informed decision making.
    • E-commerce Familiarity: Experience with Shopify, Amazon, Recharge and Skio (or similar ecommerce platforms).

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