Head of Customer Experience- Japanese Bilingual

Deer Park, NY (Hybrid workstyle)

Salary: $80,000–$120,000 (Base) + Commission + Performance Bonus

Hours of operation: 9:00 AM – 5:30 PM

Benefits: Health, bonus, 401k (with matching)

About the Role

A U.S.-based distributor of high-quality used smartphones is seeking a Head of Customer Experience to own and optimize the entire customer lifecycle—from lead acquisition and sales execution to onboarding, issue resolution, and repeat business.

This role will lead the selection, implementation, and ongoing ownership of a new CRM platform, building the systems and processes that connect Sales, Customer Success, and Operations. You will play a critical role in improving visibility, consistency, and scalability across the organization while delivering a seamless and consistent experience for customers.

What You’ll Do

Sales & Revenue Workflow

• Design and standardize the end-to-end sales process: lead intake, outreach, follow-up, quoting, deal closure, and account handoff
• Build scalable and repeatable sales workflows to support pipeline management and repeat transactions
• Improve visibility into sales activity, conversion rates, and performance metrics
• Partner closely with Sales leadership to drive adoption and execution

Customer Success & Issue Resolution

• Oversee customer inquiries, escalations, and issue tracking
• Standardize workflows for RMAs, returns, and post-shipment claims
• Establish SLAs, response-time standards, and accountability metrics
• Collaborate with Operations and Warehouse teams to reduce recurring issues and improve customer satisfaction

CRM Ownership (Core Responsibility)

• Lead CRM platform selection (e.g., HubSpot, Salesforce, Zoho)
• Define business requirements across Sales, Customer Success, and Operations
• Design CRM data structures, pipelines, dashboards, and automated workflows
• Manage CRM rollout, training, user adoption, and change management
• Own CRM governance, optimization, and continuous improvement
• Build a unified customer-data foundation across Sales, Operations, and Finance

Cross-Functional Leadership

• Work closely with Sales, Operations, Warehouse, Finance, and Support teams
• Lead customer experience improvement initiatives based on data and feedback
• Provide insights, reporting, and recommendations to executive leadership
• Ensure consistent execution and alignment across departments

What We’re Looking For

• Experience in Customer Experience, Customer Success, Revenue Operations, Sales Operations, or Inside Sales
• Hands-on experience implementing or managing CRM platforms (HubSpot, Salesforce, or equivalent)
• Strong understanding of customer lifecycle design and process optimization
• Proven ability to lead cross-functional projects and influence stakeholders
• Excellent problem-solving, communication, and execution skills
• Business-level Japanese language proficiency (spoken and written) required
• Ability to work on-site regularly with Sales, Operations, and Warehouse teams

Nice to Have

• End-to-end CRM implementation leadership experience
• Background in Revenue Operations (RevOps) or Sales Operations
• Experience building or managing Customer Success functions
• Familiarity with KPI-driven environments (conversion rates, retention, response times)
• Experience in distribution, logistics, supply chain, or inventory-driven businesses
• Experience using AI or automation tools to improve workflows and productivity

Benefits

• Health insurance
• 401(k) retirement plan
• Paid time off and company holidays