StoreHub Sdn Bhd
StoreHub Sdn Bhd

Head of Customer Experience  

StoreHub Sdn Bhd

 
  • Makati, Philippines
    Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
    Philippines
  • ₱80,000.00 - ₱200,000.00 / month
    PHP
    80000
    200000
    80000
    MONTH
  • Full timeFULL_TIME

Expired 16 days ago

2024-05-30T16:00:00+00:00
Job closed.

Job Description

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.

Minimum Qualifications

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

Perks and Benefits

  • Special Leave Benefits for WomenSpecial Leave Benefits for Women
  • Single Parent LeaveSingle Parent Leave
  • Medical / Health InsuranceMedical / Health Insurance
  • Paid Sick LeavePaid Sick Leave
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave
  • Maternity & Paternity LeaveMaternity & Paternity Leave
  • Medical, Prescription, Dental, or Vision PlansMedical, Prescription, Dental, or Vision Plans

Other

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

  • Our people - for real! Our culture is unlike anywhere else, as we model ourselves on a pro-sports team where all of your colleagues are extraordinary at what they do, constantly challenging you to improve yourself and your team. Expect to work with some of the smartest and most interesting StoreHubbers who are highly effective collaborators
  • Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you’re tired of ‘corporate nonsense’ you’ll feel right at home
  • Data availability. The biggest benefit of using a lot of tools is that we have a LOT of data and easy access to analytics. We are problem solvers at heart, and we strive to fix issues at their root cause. With a focus on facts and data, we make informed decisions and consider multiple perspectives to find the best solutions
  • Embracing Feedback: Courage and Growth. At StoreHub, we highly value the courage to give and receive feedback as an integral part of personal and professional growth. We believe in correcting, teaching, and embracing new ideas fearlessly, holding ourselves and our teammates to high standards to achieve our full potential. Failure is not a setback but an opportunity to learn and grow, and we never shy away from pushing ourselves to be our best
  • It’s the Impact that counts. We recognise 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 alone and long hours are not how we measure or talk about a person’s contribution. Instead, our model works best for people who highly value teammates who deliver consistent excellence
  • CADCHI. Co-created values, a compass to achieve our mission: Communication, Authenticity, Discernment, Courage, Hunger, Impact
  • At StoreHub, we don't just offer a job, we offer an experience. In addition to our unique culture, we provide a wide range of perks and benefits to help you thrive:
  • 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
  • Sports events sponsored by the company
  • Team building activities to help you bond and collaborate with your teammates
  • Robust employee engagement framework with different activities every month to help you connect and build relationships with amazing Hubbers from other departments
  • Reflection and feedback culture, with monthly one-on-ones with your coach to help you grow and receive in-depth individual feedback
  • Career progression map to help you build your own path within your team, with both expert and coach tracks, as well as internal movement opportunities to other departments

We do have all other cool perks too:

  • Free Season Parking - no more roadside headaches
  • HMO
  • Apple Macbooks for everyone to help you do your best work

Required Skills

  • Performance Management and Coaching
  • People Management
  • Customer Service
  • Leadership skills

Jobs Summary

Job Level
Director / Executive
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Often
Office Address
OPL Building, 100 C. Palanca, Legazpi Village, Makati, 1229 Metro Manila, Philippines
Industry
Information Technology / IT
Vacancy
1 opening
Website
http://www.storehub.com

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About 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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