Senior Customer Experience Strategist

6 days ago

Sorsogon, Bicol, Philippines beBeeLeadership Full time $45,000 - $75,000
Customer Experience Leadership Opportunity

As a seasoned leader in customer experience, you will play a pivotal role in shaping the vision and strategy for delivering exceptional customer interactions.

This leadership position involves overseeing day-to-day customer interactions, ensuring seamless support operations, and leveraging data to improve service quality and efficiency.

The ideal candidate will have experience in leading teams through process changes, new initiatives, and technology adoption while sustaining engagement and productivity.

They will also have a deep understanding of e-commerce platforms and be familiar with Shopify, Amazon, Recharge, and Skio.

Key Responsibilities
  • Develop a deep understanding of our customers' needs and preferences
  • Develop and execute an annual CX Roadmap by proactively identifying opportunities and leading initiatives that improve efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of these outcomes
  • Implement and optimize AI Agent adoption to automate simple and routine inquiries, enable deeper focus on complex customer issues, and free up team capacity for strategic initiatives
  • Unlock and leverage customer data for cross-departmental insights by identifying new reporting capabilities and distributing actionable findings
  • Transition CX into a revenue-generating function by integrating upselling, cross-selling, and incentive programs for CX associates to drive incremental sales while maintaining exceptional service quality
Competencies And Qualifications

Must-Have

  • People Management: Directly managed a team of at least two, with proven ability to lead, motivate, and develop a CX team
  • Excellent English Communication: Both written and verbal
  • Strategic Vision: Proactively identified opportunities and led projects that improved efficiency, elevated the customer experience, generated revenue, reduced costs, or delivered a combination of those outcomes
  • Data Interpretation & Storytelling: Ability to turn raw data into clear, actionable insights that drive informed decision making
  • Business Decision-Making Mindset: Ability to evaluate trade-offs by factoring in cost, team capacity, and overall impact to make strategic choices
  • Customer Advocacy: Understanding of customer needs and pain points, with the ability to translate insights into actionable improvements
  • Change Management: Experienced in leading teams through process changes, new initiatives, and technology adoption while sustaining engagement and productivity
  • E-commerce Familiarity: Experience with Shopify, Amazon, Recharge, and Skio

Nice-to-Have

  • Experience with upselling, cross-selling, or retention strategies in eCommerce
  • Experience using Gorgias
  • AI Agent Utilization: Goal is for 30% of tickets to be automated
Success Metrics
  • Data-Driven Impact: Deliver new recurring CX reports that offer actionable insights and guide strategic decisions
  • Revenue Contribution from CX: Consistently generate revenue through upselling and cross-selling during customer interactions

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