Transform Customer Experience

17 hours ago

Calamba, Calabarzon, Philippines beBeeExperience Full time ₱1,000,000 - ₱1,200,000
Customer Experience Lead

The ideal candidate will own the end-to-end customer experience, defining scalable strategies to support growth. Key responsibilities include owning the customer journey from pre-sales to post-sales operations and aftersales support.

  • Leadership Role - Develop a strategic plan for the global customer experience function to drive growth and customer satisfaction.
  • Sales Enablement & Channel Coordination - Drive consultative sales process through effective client communication across email, SMS, and social platforms. Oversee quote and invoice creation using software tools. Support third-party and social commerce sales channels in coordination with marketing and sales teams.
  • Post-Sales Operations & Aftersales Support - Manage client onboarding, equipment setup, installations with technical service partners. Respond to customer inquiries regarding product use, service needs, and ongoing support. Facilitate additional orders of accessories or parts.
  • Shipping, Damage, and Returns Management - Leverage customer communications related to logistics, damages, and return claims. Collaborate with logistics teams for fast resolutions and optimize processes.
  • Process Improvement - Monitor operational pain points, identify opportunities for automation or streamlining. Implement improvements that enhance internal efficiency and client experience.
Requirements
  • 5+ years of experience in client-facing operations or customer success role with leadership capacity.
  • Background in e-commerce operations; experience with Shopify preferred.
  • Strong written and verbal communication skills.
  • Analytical and problem-solving skills with attention to detail.
  • Familiarity with professional coffee equipment industry advantageous.

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