Chief Customer Experience Officer

1 day ago

Angeles City, Central Luzon, Philippines beBeeCustomerSuccess Full time ₱400,000 - ₱500,000
Job Overview

We are seeking a seasoned professional to lead our customer experience function, driving satisfaction and operational excellence throughout the customer journey.

Key Responsibilities:
  • Own the end-to-end customer experience and define strategies to support growth.
  • Establish and track KPIs, processes, and team goals aligned with business objectives.
  • Build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination.
Sales Enablement & Channel Coordination
  • Enable consultative sales through client communications across email, SMS, and social platforms.
  • Oversee 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.
  • Work with logistics teams to ensure fast, clear resolutions and optimize related processes.
Process Improvement
  • Monitor operational pain points and identify opportunities for automation or process streamlining.
  • Collaborate cross-functionally to implement improvements that enhance efficiency and client experience.
Qualifications
  • Minimum 5 years of experience in client-facing operations or customer success role, with at least 2 years in 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 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 fast-growing brand.
  • A collaborative culture driven by innovation and passion.

This role offers a unique chance to shape the customer experience and drive growth in a dynamic industry.

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