Director of Client Experience

7 days ago

Tanauan, Calabarzon, Philippines beBeeCustomerSuccess Full time ₱400,000 - ₱600,000

We are seeking an exceptional leader to spearhead our customer success strategy.

Job Title: Head of Customer Success

This role involves leading and driving the growth of our global customer experience function, focusing on delivering satisfaction, loyalty, and operational excellence throughout the customer journey.

Key Responsibilities
  • To own the end-to-end customer experience and define scalable customer success strategies that support business expansion.
  • To establish and track key performance indicators, processes, and team goals aligned with company objectives.
  • To build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination functions.
Sales Enablement & Channel Coordination
  • To enable consultative sales processes through client communications across email, SMS, and social platforms.
  • To oversee accurate and timely quote and invoice creation using various tools, such as Shopify and QuickBooks.
  • To support third-party and social commerce sales channels in collaboration with marketing and sales teams.
Post-Sales Operations & Aftersales Support
  • To manage client onboarding and equipment setup, coordinating installations with technical service partners.
  • To respond to customer inquiries regarding product use, service needs, and ongoing support services.
  • To facilitate additional orders of accessories, filters, or parts, including sourcing specialty items not listed online.
Shipping, Damage, and Returns Management
  • To lead customer communications related to logistics, damages, and return claims.
  • To collaborate with logistics teams to ensure fast, clear resolutions and optimize related processes.
Process Improvement
  • To monitor recurring operational pain points and identify opportunities for automation or process streamlining.
  • To collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience.
Qualifications
  • A minimum of 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.
  • A background in e-commerce operations; Shopify and QuickBooks experience is highly preferred.
  • Excellent 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 is a significant advantage.

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