Pasona N A, Inc. Is Hiring A Head Of Customer Experience Bilingual

Exciting Career Opportunity: Head of Customer Experience

Join a dynamic team in Deer Park, NY, where you'll lead customer experience initiatives and drive strategic improvements in a fast-growing distribution company. ✨

Overview

• Location: Deer Park, NY (Hybrid workstyle)
• Salary: $80,000–$120,000 (Base) + Commission + Performance Bonus 💰
• Working Hours: 9:00 AM – 5:30 PM 🕘
• Benefits: Health insurance, bonus, 401k (with matching) 🩺💵

About The Role

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

This role will lead the selection, implementation, and ongoing management of a new CRM platform, building systems and processes that connect Sales, Customer Success, and Operations. You'll be instrumental in enhancing visibility, consistency, and scalability while delivering a seamless customer experience.

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 boost customer satisfaction

🔹 CRM Ownership (Core Responsibility)

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

🔹 Cross-Functional Leadership

• Collaborate with Sales, Operations, Warehouse, Finance, and Support teams
• Lead customer experience initiatives based on data and feedback
• Provide insights, reporting, and strategic recommendations to leadership
• Ensure consistency and alignment across all departments

What We’re Looking For

• Experience in Customer Experience, Customer Success, Revenue or Sales Operations, or Inside Sales
• Hands-on experience with CRM platforms (HubSpot, Salesforce, or equivalent)
• Strong knowledge 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

Nice to Have

• Experience leading end-to-end CRM implementations
• Background in Revenue Operations (RevOps) or Sales Operations
• Experience building or managing Customer Success teams
• Familiarity with KPI-driven environments (conversion rates, retention, response times)
• Experience in distribution, logistics, supply chain, or inventory-driven businesses
• Knowledge of AI or automation tools to enhance workflows and productivity

How to Apply

Ready to make an impact? Please send your resume to apply@company.com 📧