StoreHub Sdn Bhd
StoreHub Sdn Bhd

Head of Customer Experience  

StoreHub Sdn Bhd

 
  • Makati, Philippines
    Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
    Philippines
  • PHP 80.000,00 - PHP 150.000,00 / bulan
    PHP
    80000
    150000
    80000
    MONTH
  • Penuh waktuFULL_TIME
2023-01-27T16:00:00+00:00
Ditutup.

Deskripsi Pekerjaan

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 & restaurant businesses the technology and services they need to succeed.

At StoreHub, we’re building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

It is on such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.

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

As Head of Customer Experience, you will have the unique opportunity of driving the entire customer journey strategy for over 4,000 stores across 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 organisation 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 2 key departments: Customer Care, Customer Success. You will be responsible for the full customer journey, optimising for the sustained success of our merchants all across the Philippines. Our 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.

What you will do:

  • Lead a high performing team of 30+ individuals, covering Customer Experience teams: Customer Success (Onboarding, Merchant Success Managers, Renewals Executive) and Customer Care
  • Shape and deliver best-in-class operations & customer experience strategy to onboard, service, retain and grow active repeating customers.
  • Ensure effective cross-functional collaboration across the Customer Care and Customer Success teams, Onboarding 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.
  • Develop and scale operational methodologies and business processes to help the team deliver results effectively in a fast-paced and highly cross-functional organization.
  • 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.
  • Work closely with the Product team to turn customer feedback and pain points into meaningful solutions and outcomes.

Kualifikasi Minimum

What you will need to have:

  • More than 5 years of work experience within the customer service/customer success function, primarily helping scale technology startups (Series A through Series C); ideally has managed companies with a mature customer success function
  • 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
  • B2B, food delivery, technology industry experience a plus
  • 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

What makes working at StoreHub awesome (and refreshing!):

  • Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
  • Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you’re tired of ‘corporate nonsense’ you’ll feel right at home.
  • Cutting edge tools. If something can be automated, we’ll make it happen. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.
  • Data availability. The biggest benefit of using a lot of tools is that we have a LOT of data and easy access to analytics. This helps us make more informed decisions and get more precise outcomes.
  • Impact not just effort. We recognize that results are not tied to the number of hours put in to achieve them. There’s no reward for long hours with poor results and there’s no penalty for going home on time when you’re producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work and long hours is not how we measure or talk about a person’s contribution.

We do have all the other cool perks too:

  • Free Nespresso Coffee
  • Free Season Parking - no more roadside headaches
  • HMO
  • Apple Macbooks for everyone
  • Learning Budget - for courses, books, and levelling up

Fasilitas dan Tunjangan

  • Paid Vacation LeavePaid Vacation Leave
  • Paid Sick LeavePaid Sick Leave
  • Medical / Health InsuranceMedical / Health Insurance
  • Maternity & Paternity LeaveMaternity & Paternity Leave

Ringkasan Perkerjaan

Tingkat Posisi
Direktur / Eksekutif
Spesialisasi
Customer Service
Persyaratan tingkat pendidikan
Lulus program Sarjana (S1)
Respon rekruter ke lamaran
Often
Alamat Kantor
OPL Building, 100 C. Palanca, Legazpi Village, Makati, 1229 Metro Manila, Philippines
Industri
Information Technology / IT
Lowongan
1 lowongan dibuka
Situs
http://www.storehub.com

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Tentang StoreHub Sdn Bhd

Making Business Awesome For Everyone StoreHub is one of Southeast Asia's fastest growing technology companies, serving over 15,000 businesses across the region. We enable businesses to be successful by automating operational excellence and customer growth on our merchant platform for omnichannel retail and F&B businesses. The platform consists of a comprehensive range of products such as the Cloud-Based POS, Inventory Management System, QR Ordering, and Food Delivery System. Serving Needs, Not Just Profits With the fast changing world we now live in, it’s absolutely critical for businesses to use technology to not just survive but to thrive. We also believe that it’s incredibly important to bring the best technology not only to those who can afford it, but to those who have traditionally been marginalised by the technology race. That’s why it is our mission to make technology available for everyone, big or small, enabling all businesses to achieve success that is both sustainable and scalable. Why join us: A Place Where People Thrive At StoreHub, we use the term “pro sports team” to describe how we operate, referring to ourselves as Players (our teammates) and Coaches (our managers). In a pro sports team, we know that winning involves working together with teammates who are extraordinary at what they do and are highly effective collaborators. The satisfaction of being on a pro sports team is immense. Our vision of a great workplace is not free lunches, fancy buildings, or frequent parties. Instead, we believe a great workplace is about a group of people in singular pursuit of ambitious goals - in serving needs of businesses, big or small, by making technology available for everyone. In our team, we let results speak for themselves. There’s no reward for long hours with poor results, and there’s no penalty for going home on time when you’re producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work alone and long hours are not how we measure or talk about a person’s contribution. Our model works best for people who value teammates that deliver strong outcomes and results. While our players are fantastic, we know we can always be better. We believe that being at the top of our game must not hinder our desire to constantly pursue growth. Simply assembling a group of talented people in itself is not enough to win goals. They would need to train together to develop cohesion and chemistry, which synergise multiple talents into a single formidable force. In joining us, you’d be signing up for a journey of professional and personal growth with other driven and talented people. You can expect to learn from each other and build something meaningful as a dream team. An important discipline we practice to facilitate growth and teamwork is radical candour - we only say things about teammates that we say to their face (and in a respectful manner). And this goes for interactions with peers, managers, and even with our CEO. We embrace this level of directness so that feedback is real, praise is specific, and criticism is helpful. An important component to our culture of candour is developing a strong sense of self-awareness through frequent and meaningful reflections. We believe that candour and reflection help us grow individually and as a team, with more intentionality and less drama. We use Apple MacBooks, work in a modern and open office, with free parking, a fully stocked pantry, learning benefits, and provide health insurance. These are not random perks. Rather, we know that the right tools and environment are productivity multipliers that help set our team up for success. From ergonomic chairs, to blazing fast Internet, and optimum sunlight at work stations - no detail is ever too small in our design and desire to best support our team’s performance. You will also be introduced to over 20 different tools that we use to support basic tasks, so that we can focus our minds on the kind of work that matters. If what you’re reading about our team and work philosophy excites you, do get in touch! We’d be just as excited to meet and get to know you as well.

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