{"id":24867,"date":"2026-05-01T20:15:31","date_gmt":"2026-05-01T20:15:31","guid":{"rendered":"https:\/\/www.pasona.com\/job\/061930\/"},"modified":"2026-05-01T20:15:58","modified_gmt":"2026-05-01T20:15:58","slug":"061930","status":"publish","type":"job_listing","link":"https:\/\/www.pasona.com\/en\/job\/061930\/","title":{"rendered":"Head of Customer Experience-Japanese Bilingual"},"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

              to apply, please email your resume to xjiang@pasona.com<\/h2>\n","protected":false},"author":0,"featured_media":0,"template":"","meta":{"_acf_changed":false,"_promoted":"","_job_location":"","_application":"","_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-24867","job_listing","type-job_listing","status-publish","hentry"],"acf":[],"yoast_head":"\nHead of Customer Experience-Japanese Bilingual - Pasona N A, Inc. | Your Career Partner<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.pasona.com\/en\/job\/061930\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Head of Customer Experience-Japanese Bilingual - 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