E-Commerce Customer Experience Professional

1 day ago

Quezon City, National Capital Region, Philippines beBeeExperience Full time ₱1,800,000 - ₱3,000,000
Customer Experience Excellence

As a strategic customer experience professional, you will be responsible for driving seamless day-to-day interactions, ensuring support operations run smoothly and leveraging data to improve service quality and efficiency.

Key Responsibilities:
  • Develops a deep understanding of our brand's voice and the needs of our customers: Leverages knowledge to drive lifetime value, retention, upselling and cross-selling opportunities (supporting the achievement of strategic goals).
  • Develops and executes an annual customer experience roadmap by proactively identifying opportunities and leading initiatives that either improve efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of these outcomes.
  • Unlock AI Agent adoption:
    • Automates simple and routine inquiries
    • Enables deeper focus on more sensitive and complex customer issues, freeing up team capacity for strategic initiatives
  • Unlocks and leverages customer data for cross-departmental insights by identifying new reporting capabilities and distributing actionable findings. Turning customer inquiries into valuable business insights.
  • Transforms CX into a revenue-generating function by integrating upselling, cross-selling, and incentive programs for CX associates to drive incremental sales while maintaining exceptional service quality.
Requirements
  • People Management: Directly managed a team of at least two, with proven ability to lead, motivate, and develop a CX team.
  • Excellent English Communication: Both written and verbal.
  • Strategic Vision: Proactively identifies opportunities and leads projects that either improve efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver 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 e-commerce platforms).

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