Leading Expert in Customer Delight

2 days ago

Cebu City, Central Visayas, Philippines beBeeCustomerExperience Full time $80,000 - $100,000
Customer Experience Director

Job Summary: We are seeking an experienced and proactive Customer Experience Director to lead and evolve our global customer experience function. This strategic role is essential to driving satisfaction, loyalty, and operational excellence throughout the customer journey.

Key Responsibilities:

  • Own the end-to-end customer experience and define scalable customer success 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 the consultative sales process through client communications across email, SMS, and social platforms.
  • Oversee accurate and timely quote and invoice creation using tools like 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, 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.

Qualifications:

  • Minimum 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 strongly preferred.
  • Outstanding 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.

What We Offer:

  • A remote-first, globally distributed team and flexible work environment.
  • The opportunity to lead a high-impact function within a fast-growing organization.
  • A collaborative, passionate culture driven by innovation and a love for delivering exceptional customer experiences.

Important: All applicants must submit their CV in English. Submissions in other languages will not be considered.

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