eCommerce Customer Engagement Manager

3 days ago

Manila, National Capital Region, Philippines beBeeCustomerExperience Full time $70,000 - $83,000
Customer Experience Leadership Role

This position is responsible for overseeing day-to-day customer interactions, ensuring seamless support operations and leveraging data to improve service quality and efficiency.

In the long term, this role will evolve into a strategic leadership position, shaping the CX vision, driving initiatives that enhance efficiency, grow revenue, and strengthen cross-functional impact.

Key Responsibilities:
  • Develop a deep understanding of our brands and the voice of our customers to drive lifetime value, retention, upselling, and cross-selling opportunities.
  • Develops and executes an annual CX Roadmap by proactively identifying opportunities and leading initiatives that improve efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of these outcomes.
  • Implement and optimize AI Agent adoption to automate simple inquiries, enable deeper focus on complex issues, and free up team capacity for strategic initiatives.
  • Unlock and leverage customer data for cross-departmental insights by identifying new reporting capabilities and distributing actionable findings.
  • Transition 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 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).
About This Role

This role requires a unique blend of business acumen, technical expertise, and leadership skills. If you have a passion for delivering exceptional customer experiences and driving business growth, we encourage you to apply.

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