LetsBeco - Lead - Customer Delight

What Will You Do At Beco :

- Build and run a strong customer delight strategy to improve satisfaction, repeat purchases, and word-of-mouth, while also identifying upsell opportunities.

- Manage the entire post-sales journey - from handling order-related queries and returns to resolving escalations quickly and empathetically.

- Set up smooth support, and communication processes to help customers understand and use our products better.

- Monitor and follow up on cart drop-offs, return patterns, and delivery issues to reduce friction and improve conversion.

- Build customer relationships by staying proactive - track customer health, identify red flags early, and solve issues before they escalate.

- Lead and support the customer support team - provide guidance, improve response quality, and build a customer-first culture.

- Use data from tickets, feedback, and behavior to spot patterns, reduce complaints, and suggest fixes for operations or product gaps.

- Regularly share customer experience insights and key metrics (like NPS, resolution time, satisfaction score) with internal teams.

Key Requirements:

-5+ years of experience in customer success, account management, or related fields, with at least 3 years in managing a team.

- Proven track record of improving customer satisfaction, retention, and lifetime value.

- Strong experience in building and scaling customer success teams.

- Excellent interpersonal and communication skills, with the ability to build relationships at all levels.

- Strong problem-solving skills and a customer-first mindset.

- Proficiency in CRM software, customer success platforms, and data analytics tools.

- Experience working cross-functionally with product, sales, and marketing teams.

Key Performance Indicators (KPIs):

- Customer satisfaction scores (CSAT, NPS)

- Customer retention and churn rates

- Customer lifetime value (CLV)

- Upsell and cross-sell success rates

- Onboarding time and customer adoption rates

- Response and resolution time for customer issues