Senior Customer Experience Manager

1 day ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeCustomer Full time ₱720,000 - ₱900,000
Job Overview

The Senior Customer Experience Manager will oversee the strategic direction of our customer success function, driving satisfaction and loyalty throughout the customer journey.

This includes defining scalable customer success strategies to support growth, establishing and tracking key performance indicators (KPIs), processes, and team goals aligned with business objectives.

The ideal candidate will possess a strong background in e-commerce operations, with experience using Shopify and QuickBooks. They must have excellent written and verbal communication skills, as well as strong analytical and problem-solving abilities.

Key Responsibilities
  • Develop and implement customer success strategies to drive growth and improve operational efficiency.
  • Establish and track KPIs, processes, and team goals aligned with business objectives.
  • Build, manage, and mentor a high-performing customer success team.
  • Enable consultative sales through client communications across various channels.
  • Oversee accurate and timely quote and invoice creation using relevant tools.
  • Support third-party and social commerce sales channels in coordination with marketing and sales teams.
  • Manage client onboarding, equipment setup, and aftersales support.
  • Respond to customer inquiries regarding product use, service needs, and ongoing support.
  • Facilitate additional orders of accessories, filters, or parts.
  • Lead customer communications related to logistics, damages, and return claims.
  • Work with logistics teams to ensure fast, clear resolutions and optimize related processes.
  • 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; Shopify and QuickBooks experience strongly preferred.
  • Outstanding written and verbal communication skills.
  • Strong analytical and problem-solving skills with attention to detail.

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