Customer Experience Manager

Position
Type: Full Time

Location
: Philippines (Remote)

Schedule
: 9am - 5pm EST

About The Company
Our client is a fast-growing eCommerce leader dedicated to acquiring and scaling high-potential digital brands into household names. Specializing in Family and Health & Personal Care categories, they transform exceptional products into market leaders through data-driven strategies, operational excellence, and a commitment to long-term growth. If you're passionate about shaping the future of eCommerce and working with brands that make an impact, this is the perfect opportunity to be part of a dynamic and innovative team.

About The Role
As a Customer Experience Manager, you will be responsible for overseeing day-to-day customer interactions, ensuring seamless support operations, and leveraging data to improve service quality and efficiency.

In the long term, this role is expected to evolve into a strategic leadership position—shaping the CX vision, proactively driving initiatives that enhance efficiency, grow revenue, and strengthen cross-functional impact, ultimately positioning the team as a key driver of growth and customer loyalty.

Responsibilities

• Develop a deep understanding of our brands and the voice of our customers: Leverage knowledge in a way that drives lifetime value, retention, upselling and cross selling opportunities (ultimately supporting the achievement of #5).
• Develops and executes an annual CX Roadmap by proactively identifying opportunities and leading initiatives that either improve efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of these outcomes.

• Implement and optimize AI Agent adoption:

• Automate simple and routine inquiries

• Enable deeper focus on more sensitive and complex customer issues, and 3) 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. Turning customer inquiries into insights for each business unit.
• Transition 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.

Competencies And Qualifications
Must-Have

• People Management: Directly managed a team of at least two, with proven ability to lead, motivate, and develop a CX team.
• Excellent English Communication: Both written and verbal.
• Strategic Vision: Proactively identified opportunities and lead projects that either 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 ecommerce platforms).

Nice-to-Have

• Experience with upselling, cross-selling, or retention strategies in eCommerce
• Experience using Gorgias
• AI Agent Utilization
• 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, with the number determined by the CX roadmap (i.e. Automation Report, Company-Level CX Report).
• Revenue Contribution from CX: consistently generate revenue through upselling and cross-selling during customer interactions (specific targets to be set once monthly trends and feasibility are established).

What We Offer

• 100% Remote Work
• 13th Month Pay
• Healthcare (HMO)
• Comprehensive Fringe Benefits package
• Paid Service Incentive Lead (SIL)
• Paid Philippines Holidays
• Free Learning and Development Programs

Application Process
We understand that searching for a new job can be challenging, and we're here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.

Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we'll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.