Director of Client Experience

2 days ago

Makati City, National Capital Region, Philippines beBeeCustomerSuccess Full time ₱60,000 - ₱95,000

Job Title: Head of Customer Success

  • To drive satisfaction, loyalty, and operational excellence throughout the customer journey, we are seeking an experienced and proactive leader to own the end-to-end customer experience.
  • Establish and track key performance indicators, processes, and team goals aligned with business objectives.
  • Build, manage, and mentor a high-performing customer success team to deliver exceptional client experiences.
Sales Enablement & Channel Coordination
  • Enable consultative sales processes through client communications across email, SMS, and social platforms.
  • Oversee quote and invoice creation using various tools and ensure timely delivery.
  • Collaborate with marketing and sales teams to support third-party and social commerce sales channels.
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, including sourcing specialty items not listed online.
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 recurring operational pain points and identify opportunities for automation or process streamlining.
  • Collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience.

We offer a remote-first work environment, flexible schedules, and a collaborative culture driven by innovation. The opportunity to lead a high-impact function within a rapidly growing brand is available to candidates with relevant experience.

The successful candidate must have at least 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity. Background in e-commerce operations; Shopify and QuickBooks experience is strongly preferred. Strong analytical and problem-solving skills are essential, as well as attention to detail and effective communication skills. Familiarity with professional coffee equipment or the specialty coffee industry is advantageous but not required.

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