Customer Delight - Lead

Who We Are -

Are You Someone Who-

• Has a “get it done” mindset
• Brings passion and a positive attitude
• Can thrive in fast-paced environments.
• Committed for the long term
• Focused on speed and execution
  

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

• Bachelor’s degree in business, marketing, or a related field (MBA preferred).
• 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
  

Company Website -

Bamboo Products: Buy Sustainable & Eco-friendly Product Online | Beco

LinkedIn -

(6) Beco: About | LinkedIn