Strategic Customer Experience Manager

1 day ago

Tarlac City, Central Luzon, Philippines beBeeCustomer Full time ₱6,000,000 - ₱8,000,000

Job Title: Customer Experience Strategist

We are seeking a seasoned professional to lead and evolve our global customer experience function. This strategic role is crucial in driving satisfaction, loyalty, and operational excellence throughout the customer journey.

Key Responsibilities:
  • Develop and implement scalable customer success strategies to support growth.
  • Establish and track KPIs, processes, and team goals aligned with business objectives.
  • Build, manage, and mentor a high-performing customer 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 industry-standard 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 customer 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 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.
Qualifications:
  • Minimum 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.
  • Background in e-commerce operations; industry-standard software experience preferred.
  • Outstanding written and verbal communication skills.
  • Strong analytical and problem-solving skills with attention to detail.
  • Familiarity with the specialty coffee industry is an 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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