Head of Customer Experience  

Are you driven, results-oriented and a team player?

With 15,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail and restaurant businesses the technology and services they need to succeed.

At StoreHub, we believe that technology is essential for businesses to survive and thrive in today's fast-changing world. We also believe that equal access to technology is a fundamental right. That's why we’re committed to bridging this gap and making technology accessible to all, regardless of their background.

By focusing on serving needs, not just profit, we level the playing field for those who have been marginalized. Our customers trust us with the success of their businesses, and we play to win by enabling everyone to build successful businesses.

At StoreHub we model ourselves on a pro-sports team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

On a team like this, you learn the most, perform your best work, improve the fastest, and feel most fulfilled professionally.

If this is a journey you’d like to embark on, keep reading!

As Head of Customer Experience, you will have the unique opportunity to drive the entire customer journey strategy for the Philippines. You will collaborate closely with StoreHub’s leadership team to drive extensive and sustainable growth and ensure a seamless customer experience for all of our merchants. The right candidate will leverage previous success ushering an organization through a period of rapid growth to bring StoreHub into its next level of maturation while focusing on high performance and a seamless customer experience.

In this role, you will oversee the entire Customer Experience which includes both our Customer Care (Technical Customer Support) and Customer Success (Account Management) functions. You will be responsible for the full customer journey, optimizing for the sustained success of our merchants in the Philippines. Our next Head of Customer Experience must be a proven leader who is innovative, resourceful and demonstrates a quantitative approach to both business and customer operations. Being that this role will oversee one of the largest departments in the company, you must also demonstrate exceptional management and leadership skills.

The work is challenging, fast-paced, and always on the bleeding edge. You are extremely determined, have strong interpersonal skills, an unwavering commitment to quality, and a collaborative work ethic. You don’t need to be an expert or know everything about our industry (even we don’t). What we’re after is someone with a curious mind and a passion for improvement.

What you will do:

• Own the entire customer journey from when a merchant signs up with us, to key milestones like onboarding, adoption, and retention.
• Ensure effective cross-functional collaboration across the Customer Care and Customer Success teams, as well as other teams that do not report directly to you- sales, marketing, etc.
• Drive change throughout StoreHub as it scales, and ensure successful implementation and adoption of StoreHub’s product offerings as the market expands
• Identify areas for improvement with regard to the full customer experience and implement new processes when and where needed
• Leverage data and analytics to inform strategic planning to define what customer success looks like
• Define and articulate StoreHub’s value proposition as the company continues to expand into new regions and markets
• Recruit, retain, and develop high-performing talent onto the Customer Care and Customer Success team.

What you will need:

• At least 3+ years of experience in managerial roles: as a Head of Customer Experience, Customer Success, Account Management and Customer Service / Technical Support.
• More than 8-10 years of work experience within the customer service/customer success/account management function, ideally has managed companies with a mature customer success function
• Experience working with marketplaces that have scaled successfully through rapid growth
• Must be a confident and analytical leader with a high level of intelligence demonstrated through effective problem solving skills, the ability to multitask and make decisions quickly
• Takes a positive and proactive approach to management with the proven ability to build teams of top talent and foster a culture of high performance
• Charisma, executive-level presence with the ability to establish relationships with key influencers and decision-makers
• Exemplifies track record of success operating a profitable and complex SaaS business through a period of rapid scale
• Leverages data to lead in a metrics-driven environment and holds his/her team accountable to established metrics; ideally has created OKRs, KPIs, and metrics for a company in a high growth environment
• Possesses exceptional communication skills that are transparent, appropriately challenging, and conducive to an environment where issues are identified and resolved
• Must be an individual with integrity and high ethical standards that is comfortable with creating systems of accountability

Bonus points if:

• You have knowledge and experience within the technology of SaaS (Software as a Service) sector