Ecommerce Customer Success Lead
About this role
About the Role:
The Ecommerce Customer Success Lead plays a pivotal role in defining and implementing our Customer Success strategy.
Key Responsibilities:
- Customer Experience / Operations
- Recommend and lead strategies and initiatives that optimize the customer experience and improve efficiency
- Review customer concerns, identify intelligent solutions and ensure these are promptly executed. Handle escalations, customer recovery and retention.
- Build strong relationships with and collaborate with different internal and external stakeholders
- Data Analysis
- Analyze metrics and provide critical insights to internal stakeholders
- Identify customer insights through qualitative and quantitative analysis to support existing efforts and drive new projects and initiatives
- Knowledge Base Management
- Be the subject matter expert for customer success workflows, metrics, tools, etc.
- Manage and update external and internal knowledge base
- Handle internal cross training within the team and with other related teams in order to increase team productivity
- Team Management
- Lead and coach a team of associates
- Handle onboarding and training
- Manage performance and output
What We're Looking For:
- Graduate of any Bachelor's Degree
- 4-6 years experience in E-Commerce or customer service with at least 2-3 years in a leadership role
- Passionate about customer success and elevating the customer experience
- Must have excellent communication, people and decision making skills
- Highly organized – can manage multiple projects and meet critical deadlines
- Amenable to work on weekends and on shifting schedules
- Willing to do WFH and onsite (hybrid set-up)
- Must have a working laptop and stable internet connection home
- Knowledgeable in Google Business Suite (Gdocs, GSheets, GSlides, etc)
- Experience with Zendesk but not required
You are an ideal candidate if you are:
- An out of the box thinker - creative problem solver!
- A strong and persuasive communicator and presenter
- A lover of data and metrics - analytical and detail oriented
- Curious and have a lot of self initiative
- A team player - can both lead and support a team
- Willing to learn and experiment with new software tools
- Organized and systematic
Company at a glance
In October 1991, Focus Global started with just one brand and 20 employees in the Philippines. Today, our team of 500 manages 30 global brands, representing the world’s most trusted home products across the Philippines, Singapore, and Malaysia.
We are a lifestyle retail company that reimagines the retail experience by seamlessly blending online and in-store shopping through our omnichannel strategy. Leveraging the latest technologies, we make the world’s most premium home products accessible at your fingertips with a customer experience that's second to none.
Our team champions one growth philosophy: to “focus, fail, and feedback forward”. We create unique and meaningful spaces to collaborate, grow, and #FindYourFocus. At FGI, asking “what’s next?” is a habit, thinking outside of the box is the norm, and every project is a team sport.
With a vision to touch 100 million homes as #OneFocus, we create results with heart and passion to create elevated and inspired living spaces across Southeast Asia.
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