Director of Client Experience

2 weeks ago

Porac, Philippines beBeeCustomerSuccess Full time $90,000 - $120,000
Job Title: Director of Client Experience

A rapidly growing e-commerce company at the forefront of the coffee equipment industry seeks an experienced and proactive leader to drive satisfaction, loyalty, and operational excellence throughout the customer journey.

Main Responsibilities
  • Own the end-to-end client experience and define scalable strategies to support growth.
  • Establish and track key performance indicators, processes, and team goals aligned with business objectives.
  • Build, manage, and mentor a high-performing client success team, including support, aftersales, and service coordination.
Sales Enablement & Channel Coordination
  • Enable the consultative sales process through client communications across email, SMS, and social platforms.
  • Oversee accurate and timely quote and invoice creation using Shopify and other tools.
  • 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 client inquiries regarding product use, service needs, and ongoing support.
  • Facilitate additional orders of accessories, filters, or parts, including sourcing specialty items not listed online.
Shipping, Damage, and Returns Management
  • Lead client 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.
Qualifications
  • Minimum 5 years of experience in a client-facing operations or client success role, with at least 2 years in a leadership capacity.
  • Background in e-commerce operations; Shopify experience strongly preferred.
  • Outstanding written and verbal communication skills.
  • Strong analytical and problem-solving skills with attention to detail.
  • Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage.
What We Offer
  • A remote-first, globally distributed team and flexible work environment.
  • The opportunity to lead a high-impact function within a fast-growing brand.
  • A collaborative, passionate culture driven by innovation and a love for coffee.

Important: All applicants must submit their CV in English. Submissions in other languages will not be considered.

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