Director of Client Relationships

1 day ago

Manila, National Capital Region, Philippines beBeeAccount Full time $90,000 - $120,000
Job Title: Key Account Director

We are seeking a seasoned professional to oversee customer satisfaction, loyalty, and operational excellence throughout the entire customer lifecycle.

Key Responsibilities:Leadership & Strategy
  • Develop scalable customer success strategies to drive business growth.
  • Establish and track KPIs, processes, and team goals aligned with business objectives.
Sales Enablement & Channel Coordination
  • Enable consultative sales process through client communications across various platforms.
  • Oversee accurate and timely quote and invoice creation using industry-standard software.
  • 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; experience with industry-standard software preferred.
  • Strong written and verbal communication skills.
  • Excellent analytical and problem-solving skills with attention to detail.
  • Familiarity with professional coffee equipment or the specialty coffee industry is advantageous.

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