Chief Customer Advocate

6 days ago

Sorsogon, Bicol, Philippines beBeeExperience Full time $80,000 - $100,000
Job Title: Experience Director

We are seeking a seasoned leader to oversee our global customer experience function, driving satisfaction, loyalty, and operational excellence throughout the customer journey.

Key Responsibilities:
  • Customer Success Leadership
    • Develop strategic customer success plans to support growth and own the end-to-end customer experience.
    • Establish and track performance metrics, processes, and team goals aligned with business objectives.
    • Build, manage, and mentor a high-performing customer success team.
  • Sales Enablement & Channel Coordination
    • Enable consultative sales through client communications across various platforms.
    • Oversee quote and invoice creation using Shopify and QuickBooks.
    • Support third-party and social commerce sales channels in coordination with marketing and sales teams.
  • Post-Sales Operations & Aftersales Support
    • Manage client onboarding and equipment setup, coordinating installations with technical service partners.
    • Respond to customer inquiries regarding product use, service needs, and ongoing support.
    • Facilitate additional orders of accessories, filters, or parts.
  • Shipping, Damage, and Returns Management
    • Lead customer communications related to logistics, damages, and return claims.
    • Work with logistics teams to ensure fast, clear resolutions and optimize related processes.
  • Process Improvement
    • Monitor recurring operational pain points and identify opportunities for automation or process streamlining.
    • Collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience.

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