Chief Customer Experience Officer

9 hours ago

Calamba, Calabarzon, Philippines beBeeCustomer Full time $80,000 - $100,000
Job Title: Chief Customer Experience Officer

The Chief Customer Experience Officer will lead and drive our customer experience function, focusing on satisfaction, loyalty, and operational excellence throughout the customer journey.

Key Responsibilities:
  • Customer Success Leadership
    • Develop scalable customer success strategies to support business growth.
    • Establish and track key performance indicators (KPIs), 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 processes through client communication.
    • 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.
    • Respond to customer inquiries regarding product use and ongoing support.
    • Facilitate additional orders of accessories and parts.
  • Shipping, Damage, and Returns Management
    • Lead customer communications related to logistics and returns.
    • Work with logistics teams to ensure fast resolutions and optimize related processes.
  • Process Improvement
    • Monitor recurring operational pain points and identify opportunities for automation or streamlining.
    • Collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience.
Qualifications
  • Minimum 5 years of experience in a client-facing operations or customer success role.
  • Background in e-commerce operations; Shopify and QuickBooks experience preferred.
  • Outstanding written and verbal communication skills.
  • Strong analytical and problem-solving skills with attention to detail.
  • Familiarity with professional coffee equipment is an advantage.

A remote-first team and flexible work environment offer the opportunity to lead a high-impact function within a fast-growing organization. We seek a collaborative and passionate culture driven by innovation and a love for coffee.

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