Enhance Customer Delight

1 week ago

Biñan, Calabarzon, Philippines beBeeCustomerExperience Full time ₱1,200,000 - ₱1,500,000
Customer Experience Lead Position

We are seeking a skilled Customer Experience Lead to join our organization. This role focuses on enhancing the shopping experience for customers and representing customer interests in all business decisions by emphasizing the importance of customer feedback and insights (Voice of the Customer).

About the Role

This is an exciting opportunity to lead and develop a customer-centric team, collaborate with cross-functional teams, and implement customer-centric solutions. As a Customer Experience Lead, you will be responsible for monitoring and reporting on customer experience KPIs, ensuring follow-up on action items, and fostering a culture of continuous learning and professional growth within the team.

Responsibilities:
  • Lead and develop the Customer Experience Team to improve the shopping experience for customers.
  • Represent customer interests in business decisions by emphasizing the Voice of the Customer and feedback insights.
  • Monitor and report on customer experience KPIs; ensure follow-up on action items.
  • Collaborate with cross-functional teams to implement customer-centric solutions and manage escalation processes.
  • Foster a culture of continuous learning and professional growth within the team.
Requirements:
  • At least 2 years of experience in a similar role.
  • Strong grasp of the English language, including spoken and written.
  • Proven ability to effectively lead and manage team leaders and members, with different scopes and lead indicators to monitor.
  • Good problem-solving skills and confidence when facing challenges to ensure we provide excellence in customer experience.
  • Continuous learning and growth mindset.
  • Good interpersonal & communication skills; positive work attitude.
  • Good analytical and problem-solving skills.
  • Able to have the right follow-up and monitoring of action items and KPIs.
  • A responsible team player who works well with others.
  • Able to make good decisions independently.
  • Conflict Resolution and Decision-Making.
  • Crisis Management and Customer Feedback Integration.

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