Ecommerce Customer Experience Director

1 day ago

Cabuyao, Calabarzon, Philippines beBeeCustomerExperience Full time ₱1,800,000 - ₱2,500,000
Customer Experience Manager Job Summary

We are seeking an experienced professional to oversee day-to-day customer interactions, ensuring seamless support operations and leveraging data to improve service quality and efficiency.

About the Role

The successful candidate will drive customer value, retention, upselling, and cross-selling opportunities by developing a deep understanding of our brands and the voice of our customers.

Key Responsibilities:
  • Develop and execute an annual Customer Experience Roadmap, identifying opportunities and leading initiatives that enhance efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of these outcomes.
  • Implement and optimize AI Agent adoption, automating simple inquiries and freeing up team capacity for strategic initiatives.
  • Unlock and leverage customer data for cross-departmental insights, turning customer inquiries into actionable findings.
  • Transition CX into a revenue-generating function by integrating upselling, cross-selling, and incentive programs for CX associates.
Competencies and Qualifications:
  • People Management: Directly managed a team with proven ability to lead, motivate, and develop a CX team.
  • Excellent English Communication: Both written and verbal.
  • Strategic Vision: Proactively identified opportunities and led projects that 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.
  • Business Decision-Making Mindset: Ability to evaluate trade-offs by factoring in cost, team capacity, and overall impact to make strategic choices.
  • Customer Advocacy: Understanding of customer needs and pain points, with the ability to translate insights into actionable improvements.
  • Change Management: Experienced in leading teams through process changes, new initiatives, and technology adoption while sustaining engagement and productivity.
  • E-commerce Familiarity: Experience with Shopify, Amazon, Recharge, and Skio (or similar ecommerce platforms).

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