Customer Experience Head

Inversal Distribution Inc.

Makati

Hybrid

PHP 1,200,000 - 2,000,000

Full time

2 days ago

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Job summary

Inversal Distribution Inc. is seeking a customer experience leader to design and implement global and local CX systems from the ground up. You will map every customer touchpoint, define service standards, and advocate for the customer inside the company while building the teams that will run it.

You’ll design the global support setup, configure tools, test end-to-end, and ensure data privacy. Local store visits and supplier relations will be part of the role, with a strong emphasis on measurable

Qualifications

Bachelor's degree in Business Administration, Marketing, Communications, Management, or a related field.
7 to 10 years of experience in customer experience, customer support, contact center, or customer operations, including e-commerce and retail.
Experience building a customer experience or support function from the ground up, including the processes, tools, and team.
Experience hiring, training, and leading a team.
Experience with both consumer (D2C) and business (B2B) customers, such as retailers, partner stores, or wholesale accounts.
Experience improving the in-store experience in retail.
Hands-on setup and configuration of helpdesk and CRM tools such as Zendesk, Freshdesk, Gorgias, HubSpot, Salesforce Service Cloud, or similar.
Strong knowledge of omnichannel support: email, live chat, phone, social media, and marketplaces.
Comfortable with data and able to turn support and feedback numbers into clear decisions.
Clear communicator, whether training a new hire or reporting to leadership.
Startup or high-growth experience is strongly preferred.

Responsibilities

Map every point where customers deal with us, online and in store, and define what a great experience looks like at each one.
Write the service standards, policies, and SOPs that keep that experience consistent, no matter who the customer talks to or where.
Speak for the customer inside the company. When a decision affects customers, make sure someone has thought about how it will feel on their end.
Design the whole support setup for our global customers: channels, help center, response guidelines, escalation paths, and service levels.
Pick, set up, and configure the tools yourself (helpdesk, CRM, live chat, automation, and AI where it actually helps), and make sure customer data is handled securely and in line with privacy rules and company policy.
Test everything before anyone relies on it. Place orders, ask for refunds, reach out through every channel, and fix whatever gets in the way.
Look at contact data to find out why customers reach out, then work with the right teams to fix the cause.
Define what a great visit looks like: how people are welcomed, how easily they find what they want, how well their questions get answered, and how smoothly they check out.
Spend time in stores. See the experience for yourself, mystery shop, and talk to both customers and staff.
Create simple standards, training, and materials that store teams can use right away.
Find the moments that turn a first‑time visitor into a regular, and build them into how stores run.
Treat store owners and suppliers as customers too. Map their experience with us, from onboarding and ordering to deliveries, stock issues, and payments.
Make us easy to work with: clear ordering, reliable updates, and quick answers when something goes wrong.
Stay in regular contact so you hear about problems before they turn into complaints.
Work with suppliers so issues that start on their side, like defects or delays, get sorted quickly for the customer.
Set up our Voice of Customer program: surveys, reviews, store visits, and check‑ins with partner stores and suppliers.
Track the numbers that matter, like CSAT, NPS, Customer Effort Score, response and resolution times, and repeat purchases, and explain what they mean to leadership in plain terms.
Bring recurring problems to the teams that own them (logistics, warehouse, retail, marketing, product) and stay on it until they’re fixed.
Before launches, promos, and events, make sure the customer side is ready: FAQs, policies, store briefings, and support guides.
When a system has been tested and proven, define the roles needed to run it, hire the people, and train them on the standards you built.
Coach the team to hold that standard, and keep improving the system as the business grows.

Skills

Customer experience

Stakeholder influence

Process design

Policy writing

SOP development

Omnichannel support

Data storytelling

Team leadership

CRM/Helpdesk setup

Training and coaching

Startup/scale-up experience

Education

Bachelor's degree

Tools

Zendesk

Freshdesk

Gorgias

HubSpot

Salesforce Service Cloud

Job description

About the role

This role has one focus: how our customers feel when they deal with us.

By customers, we mean everyone. That includes someone ordering from us online, someone walking into a store, a local game store owner placing a restock order, and a supplier we work with. Whether they buy from us directly or do business with us, their experience is your responsibility.

Anyone who walks into a store that carries our products should leave with a great experience and a reason to come back. We want that same standard everywhere else customers deal with us.

You’ll be building all of this from scratch. There’s no customer experience team yet. You’ll design the systems, standards, and processes yourself and test each one personally until it works. Once it does, we hire the team that will run it, and you train them to take it over.

To be clear: you won’t be answering tickets. Your job is to build the system that handles them well and to cut down the reasons customers need to contact us in the first place.

Scope

Global side: the support systems, policies, tools, and help content for our global customers. This is all done remotely, with no travel needed.
Local side: local game stores, the retail stores that carry our products, and our suppliers. This part is hands‑on and includes regular store visits.

What you'll do

Set the standard

Map every point where customers deal with us, online and in store, and define what a great experience looks like at each one.
Write the service standards, policies, and SOPs that keep that experience consistent, no matter who the customer talks to or where.
Speak for the customer inside the company. When a decision affects customers, make sure someone has thought about how it will feel on their end.

Build and test the global support system

Design the whole support setup for our global customers: channels, help center, response guidelines, escalation paths, and service levels.
Pick, set up, and configure the tools yourself (helpdesk, CRM, live chat, automation, and AI where it actually helps), and make sure customer data is handled securely and in line with privacy rules and company policy.
Test everything before anyone relies on it. Place orders, ask for refunds, reach out through every channel, and fix whatever gets in the way.
Look at contact data to find out why customers reach out, then work with the right teams to fix the cause.

Make every store visit worth remembering

Define what a great visit looks like: how people are welcomed, how easily they find what they want, how well their questions get answered, and how smoothly they check out.
Spend time in stores. See the experience for yourself, mystery shop, and talk to both customers and staff.
Create simple standards, training, and materials that store teams can use right away.
Find the moments that turn a first‑time visitor into a regular, and build them into how stores run.

Look after local game stores and suppliers

Treat store owners and suppliers as customers too. Map their experience with us, from onboarding and ordering to deliveries, stock issues, and payments.
Make us easy to work with: clear ordering, reliable updates, and quick answers when something goes wrong.
Stay in regular contact so you hear about problems before they turn into complaints.
Work with suppliers so issues that start on their side, like defects or delays, get sorted quickly for the customer.

Listen, measure, and follow through

Set up our Voice of Customer program: surveys, reviews, store visits, and check‑ins with partner stores and suppliers.
Track the numbers that matter, like CSAT, NPS, Customer Effort Score, response and resolution times, and repeat purchases, and explain what they mean to leadership in plain terms.
Bring recurring problems to the teams that own them (logistics, warehouse, retail, marketing, product) and stay on it until they’re fixed.
Before launches, promos, and events, make sure the customer side is ready: FAQs, policies, store briefings, and support guides.

Build the team once the system works

When a system has been tested and proven, define the roles needed to run it, hire the people, and train them on the standards you built.
Coach the team to hold that standard, and keep improving the system as the business grows.

What this role is not

Not a support agent job. You won’t be working a ticket queue.
Not a sales, marketing, or operations role. You'll work closely with those teams, but your attention stays on the customer.
Not a role with a ready‑made team. You'll build it.

Who we're looking for

Someone who lives and breathes customer experience. You notice the confusing checkout page, the slow reply, the messy shelf, and it bugs you until it’s fixed. You’d rather build and test something yourself than write a deck about it. And you’d be happy in a job where customers are the only thing you think about, because that’s what this is.

Qualifications

Bachelor's degree in Business Administration, Marketing, Communications, Management, or a related field.
7 to 10 years of experience in customer experience, customer support, contact center, or customer operations, including e‑commerce and retail.
Experience building a customer experience or support function from the ground up, including the processes, tools, and team.
Experience hiring, training, and leading a team.
Experience with both consumer (D2C) and business (B2B) customers, such as retailers, partner stores, or wholesale accounts.
Experience improving the in‑store experience in retail.
Hands‑on setup and configuration of helpdesk and CRM tools such as Zendesk, Freshdesk, Gorgias, HubSpot, Salesforce Service Cloud, or similar.
Strong knowledge of omnichannel support: email, live chat, phone, social media, and marketplaces.
Comfortable with data and able to turn support and feedback numbers into clear decisions.
Clear communicator, whether training a new hire or reporting to leadership.
Startup or high‑growth experience is strongly preferred.