Experience Director

2 weeks ago

Taguig, National Capital Region, Philippines beBeeCustomer Full time $60,000 - $90,000
Job Description

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


Main Responsibilities
  • Customer Experience Leadership - Own the end-to-end customer experience and define scalable strategies to support business growth.
  • Sales Enablement & Channel Coordination - Enhance the consultative sales process through client communications across various platforms. 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.
  • 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.
  • 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.

Requirements
  • 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 preferred.
  • Outstanding written and verbal communication skills.
  • Strong analytical and problem-solving skills with attention to detail.
  • Familiarity with professional coffee equipment or the specialty coffee industry is an advantage.

What We Offer
  • A remote-first team and flexible work environment.
  • The opportunity to lead a high-impact function within a growing brand.
  • A collaborative culture driven by innovation and a passion for coffee.

All applicants must submit their CV in English. Submissions in other languages will not be considered.

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