Ecommerce Service Enhancement Specialist

1 week ago

Hagonoy, Central Luzon, Philippines beBeeEcommerce Full time $70,000 - $95,000
Job Description

The Customer Experience Manager role involves overseeing day-to-day customer interactions, ensuring seamless support operations and leveraging data to enhance service quality and efficiency.

This position is expected to evolve into a strategic leadership role, shaping the CX vision, driving initiatives that boost efficiency, generate revenue, and strengthen cross-functional impact, ultimately positioning the team as a key driver of growth and customer loyalty.

Key Responsibilities
  • Develop an in-depth understanding of our brands and the voice of our customers to drive lifetime value, retention, upselling, and cross-selling opportunities.
  • Create and execute an annual CX Roadmap by 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.
  • Transform 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.
Requirements
  • People Management: Proven ability to lead, motivate, and develop a CX team.
  • Excellent English Communication: Both written and verbal.
  • Strategic Vision: Proactive identification of opportunities and successful project execution 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 (or similar e-commerce platforms).
Preferred Qualifications
  • Experience with upselling, cross-selling, or retention strategies in e-commerce.
  • 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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