Customer Experience Director

1 day ago

Cabuyao, Calabarzon, Philippines beBeeDirector Full time ₱360,000 - ₱540,000
Job Overview

We are seeking a seasoned Customer Experience Director to lead our global customer experience function. This role requires strategic thinking, exceptional communication skills, and the ability to drive satisfaction, loyalty, and operational excellence.

Main Responsibilities:
  • Spearhead end-to-end customer experience initiatives, defining scalable customer success strategies that align with business objectives.
  • Develop and track key performance indicators (KPIs), processes, and team goals to ensure seamless execution.
  • Build, manage, and mentor high-performing customer success teams to drive results.
Sales Enablement & Channel Coordination
  • Enable consultative sales processes through client communications across email, SMS, and social platforms.
  • Oversight of quote and invoice creation using Shopify and QuickBooks.
  • 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.
  • Collaboration 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.
  • 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 and QuickBooks experience highly valued.
  • 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 an asset.

This is an excellent opportunity for a motivated professional to join our organization and contribute to driving customer satisfaction and loyalty. If you possess the required skills and qualifications, we encourage you to apply for this challenging and rewarding role.

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