Director of Client Engagement

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeCustomer Full time $80,000 - $120,000

Job Title: Customer Experience Leader

Job Description:

We are seeking an experienced and proactive leader to oversee our customer experience function. This strategic role is crucial for driving satisfaction, loyalty, and operational excellence throughout the customer journey.

Key Responsibilities
  • Develop scalable strategies to support growth and own the end-to-end customer experience.
  • Establish and track key performance indicators (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 consultative sales through client communications across various platforms.
  • Oversee quote and invoice creation using e-commerce tools.
  • 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 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.

A collaborative culture driven by innovation and a love for coffee.

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