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

Join Our Team as Head of Customer Experience - Bilingual Japanese 🌟

We're seeking a dynamic, bilingual professional to lead our customer experience initiatives and elevate client satisfaction in a fast-growing smartphone distribution company.

Location & Compensation

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

About The Role

As the Head of Customer Experience, you'll own and optimize the full customer lifecycle—from lead acquisition and sales to onboarding, issue resolution, and fostering repeat business. Lead the implementation and ongoing management of a new CRM platform, connecting Sales, Customer Success, and Operations—enhancing visibility, consistency, and scalability to ensure a seamless customer journey.

What You’ll Do

Sales & Revenue Workflow 📈

• Design and standardize the entire sales process: lead intake, outreach, follow-up, quoting, deal closure, and account handoff
• Develop scalable, repeatable workflows to support pipeline management and transactions
• Enhance visibility into sales activity, conversion metrics, and performance indicators
• Collaborate closely with Sales leadership to promote adoption and execution

Customer Success & Issue Resolution 🤝

• Oversee customer inquiries, escalations, and issue tracking systems
• Standardize workflows for RMAs, returns, and post-shipment claims
• Establish SLAs, response-time standards, and accountability metrics
• Partner with Operations and Warehouse teams to reduce issues and boost customer satisfaction

CRM Ownership (Core Responsibility) 🔑

• Lead CRM platform selection (e.g., HubSpot, Salesforce, Zoho)
• Define business requirements across Sales, Customer Success, and Operations
• Design data structures, pipelines, dashboards, and automation workflows within the CRM
• Manage CRM rollout, staff training, user adoption, and change management
• Oversee CRM governance, continuous optimization, and improvement
• Build a unified customer data foundation connecting Sales, Operations, and Finance

Cross-Functional Leadership 🤝

• Collaborate with Sales, Operations, Warehouse, Finance, and Support teams
• Lead initiatives to improve the customer experience through data analysis and feedback
• Provide insights, reports, and strategic recommendations to executive leadership
• Ensure consistent practices and alignment across departments

What We’re Looking For

• Experience in Customer Experience, Customer Success, Revenue or Sales Operations, or Inside Sales
• Practical experience managing CRM platforms such as HubSpot, Salesforce, or similar
• 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 proficiency (spoken and written) 🇯🇵
• Ability to work on-site regularly with Sales, Operations, and Warehouse teams

Nice to Have 🎯

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

How to Apply ✉️

Interested candidates are encouraged to send their resume to xjiang@pasona.com. We look forward to hearing from you!