{"id":23526,"date":"2025-12-30T22:00:47","date_gmt":"2025-12-30T22:00:47","guid":{"rendered":"https:\/\/www.pasona.com\/job\/head-of-customer-experience\/"},"modified":"2026-03-25T18:42:03","modified_gmt":"2026-03-25T18:42:03","slug":"061282","status":"publish","type":"job_listing","link":"https:\/\/www.pasona.com\/en\/job\/061282\/","title":{"rendered":"Head of Customer Experience"},"content":{"rendered":"

Head of Customer Experience- Japanese Bilingual<\/strong><\/h1>\n

Deer Park, NY (Hybrid workstyle)<\/strong><\/p>\n

Salary: $80,000\u2013$120,000 (Base) + Commission + Performance Bonus<\/strong><\/p>\n

Hours of operation:<\/strong> 9:00 AM \u2013 5:30 PM<\/strong><\/p>\n

Benefits: Health, bonus, 401k (with matching)<\/strong><\/p>\n

\n<\/hr>\n

About the Role<\/strong><\/h2>\n

A U.S.-based distributor of high-quality used smartphones is seeking a Head of Customer Experience<\/strong> to own and optimize the entire customer lifecycle<\/strong>\u2014from lead acquisition and sales execution to onboarding, issue resolution, and repeat business.<\/p>\n

This role will lead the selection, implementation, and ongoing ownership of a new CRM platform<\/strong>, 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.<\/p>\n

\n<\/hr>\n

What You\u2019ll Do<\/strong><\/h2>\n

Sales & Revenue Workflow<\/strong><\/h3>\n
    \n
  • Design and standardize the end-to-end sales process: lead intake, outreach, follow-up, quoting, deal closure, and account handoff<\/li>\n
  • Build scalable and repeatable sales workflows to support pipeline management and repeat transactions<\/li>\n
  • Improve visibility into sales activity, conversion rates, and performance metrics<\/li>\n
  • Partner closely with Sales leadership to drive adoption and execution<\/li>\n<\/ul>\n

    Customer Success & Issue Resolution<\/strong><\/h3>\n
      \n
    • Oversee customer inquiries, escalations, and issue tracking<\/li>\n
    • Standardize workflows for RMAs, returns, and post-shipment claims<\/li>\n
    • Establish SLAs, response-time standards, and accountability metrics<\/li>\n
    • Collaborate with Operations and Warehouse teams to reduce recurring issues and improve customer satisfaction<\/li>\n<\/ul>\n

      CRM Ownership (Core Responsibility)<\/strong><\/h3>\n
        \n
      • Lead CRM platform selection (e.g., HubSpot, Salesforce, Zoho)<\/li>\n
      • Define business requirements across Sales, Customer Success, and Operations<\/li>\n
      • Design CRM data structures, pipelines, dashboards, and automated workflows<\/li>\n
      • Manage CRM rollout, training, user adoption, and change management<\/li>\n
      • Own CRM governance, optimization, and continuous improvement<\/li>\n
      • Build a unified customer-data foundation across Sales, Operations, and Finance<\/li>\n<\/ul>\n

        Cross-Functional Leadership<\/strong><\/h3>\n
          \n
        • Work closely with Sales, Operations, Warehouse, Finance, and Support teams<\/li>\n
        • Lead customer experience improvement initiatives based on data and feedback<\/li>\n
        • Provide insights, reporting, and recommendations to executive leadership<\/li>\n
        • Ensure consistent execution and alignment across departments<\/li>\n<\/ul>\n
          \n<\/hr>\n

          What We\u2019re Looking For<\/strong><\/h2>\n
            \n
          • Experience in Customer Experience, Customer Success, Revenue Operations, Sales Operations, or Inside Sales<\/li>\n
          • Hands-on experience implementing or managing CRM platforms (HubSpot, Salesforce, or equivalent)<\/li>\n
          • Strong understanding of customer lifecycle design and process optimization<\/li>\n
          • Proven ability to lead cross-functional projects and influence stakeholders<\/li>\n
          • Excellent problem-solving, communication, and execution skills<\/li>\n
          • Business-level Japanese language proficiency (spoken and written) required<\/strong><\/li>\n
          • Ability to work on-site regularly with Sales, Operations, and Warehouse teams<\/li>\n<\/ul>\n
            \n<\/hr>\n

            Nice to Have<\/strong><\/h2>\n
              \n
            • End-to-end CRM implementation leadership experience<\/li>\n
            • Background in Revenue Operations (RevOps) or Sales Operations<\/li>\n
            • Experience building or managing Customer Success functions<\/li>\n
            • Familiarity with KPI-driven environments (conversion rates, retention, response times)<\/li>\n
            • Experience in distribution, logistics, supply chain, or inventory-driven businesses<\/li>\n
            • Experience using AI or automation tools to improve workflows and productivity<\/li>\n<\/ul>\n
              \n<\/hr>\n

              Benefits<\/strong><\/h2>\n
                \n
              • Health insurance<\/li>\n
              • 401(k) retirement plan<\/strong><\/li>\n
              • Paid time off and company holidays<\/li>\n<\/ul>\n","protected":false},"author":0,"featured_media":0,"template":"","meta":{"_acf_changed":false,"_promoted":"","_job_location":"","_application":"info@aukrim.com","_company_name":"","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job-categories":[],"job-types":[],"class_list":["post-23526","job_listing","type-job_listing","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.pasona.com\/en\/wp-json\/wp\/v2\/job-listings\/23526","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.pasona.com\/en\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/www.pasona.com\/en\/wp-json\/wp\/v2\/types\/job_listing"}],"wp:attachment":[{"href":"https:\/\/www.pasona.com\/en\/wp-json\/wp\/v2\/media?parent=23526"}],"wp:term":[{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/www.pasona.com\/en\/wp-json\/wp\/v2\/job-categories?post=23526"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/www.pasona.com\/en\/wp-json\/wp\/v2\/job-types?post=23526"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}