Global Customer Success Director

16 hours ago

San Fernando, Central Luzon, Philippines beBeeExperience Full time $80,000 - $100,000
Job Title:

Customer Experience Leader

We are seeking a strategic Customer Experience Leader to own the end-to-end customer journey and define scalable strategies for growth.

  • The ideal candidate will have a background in e-commerce operations, with experience in client-facing roles and leadership capacities.

Key Responsibilities:

Customer Success Leadership

  1. Develop and implement customer success strategies aligned with business objectives.
  2. Establish KPIs, processes, and team goals to drive satisfaction, loyalty, and operational excellence.
  3. Mentor a high-performing customer success team, including support, aftersales, and service coordination.

Sales Enablement & Channel Coordination

  1. Enable consultative sales through client communications across email, SMS, and social platforms.
  2. Oversee quote and invoice creation using Shopify and other tools.
  3. Collaborate with marketing and sales teams on third-party and social commerce sales channels.

Post-Sales Operations & Aftersales Support

  1. Manage client onboarding and equipment setup, coordinating installations with technical service partners.
  2. Respond to customer inquiries regarding product use, service needs, and ongoing support.
  3. Facilitate additional orders of accessories, filters, or parts.

Shipping, Damage, and Returns Management

  1. Lead customer communications related to logistics, damages, and return claims.
  2. Collaborate with logistics teams to ensure fast, clear resolutions and optimize related processes.

Process Improvement

  1. Monitor recurring operational pain points and identify opportunities for automation or process streamlining.
  2. Cross-functional collaboration to implement improvements enhancing internal efficiency and client experience.

Qualifications

  • Minimum 5 years of experience in client-facing operations or customer success roles.
  • Background in e-commerce operations; Shopify experience preferred.
  • Excellent written and verbal communication skills.
  • Strong analytical and problem-solving skills with attention to detail.

Benefits:

  • Remote-first work environment.
  • Opportunity to lead a high-impact function within a fast-growing brand.
  • Collaborative culture driven by innovation.

Please submit your CV in English.

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