Client Experience Lead

Client Experience Lead (Hybrid)

Client Experience Lead 

Location: Kingston, Jamaica (Hybrid/Remote Options Available)

Reports to: General Manager or CEO

About the Role

The Client Experience Lead will be responsible for ensuring that Bresheh delivers exceptional customer service and sales growth across both B2B and direct-to-customer channels. This role is ideal for a highly motivated individual who excels at relationship management, sales strategy, and customer engagement.

You will lead and manage the Client Experience Team, develop and execute strategies to enhance customer satisfaction and retention, and work closely with our marketing and technology agency to drive revenue growth. This role is both strategic and hands-on—you will be responsible for setting the vision while also ensuring day-to-day execution.

Key Responsibilities

• Develop and implement a client experience plan that delivers world-class service across all touchpoints.

• Deliver on promises made to our customers 

• Oversee customer interactions across multiple channels (email, chat, social media, phone, WhatsApp), ensuring timely and effective responses.

• Handles all customer inquiries across all channels customer-related matters as needed.

• Acts as the main escalation point for customer service and delivery-related issues across  Resolve customer issues in a timely manner  

• Establish and maintain strong relationships with key customers, partners, and corporate clients.

• Work to retain customers and where appropriate , working to maximize revenue from returning customers.

• Work closely with the operations team to ensure seamless order fulfilment and customer satisfaction.

• Monitor key sales metrics (conversion rates, retention, repeat purchases) and make data-driven decisions to improve performance.

• Provide strategic input and campaign briefs to guide the agency in delivering effective marketing initiatives.

• Utilize CRM tools and customer data to drive personalized marketing efforts and customer retention programs.

• Define and track KPIs for the Client Experience Team, including response time, customer satisfaction, and sales performance.

• Develop weekly, monthly, and quarterly reports on customer experience, sales growth, and retention metrics.

Who You Are

✔ 5+ years of experience in customer experience, sales, or account management (preferably in luxury, retail, or lifestyle brands).

✔ Proven ability to drive revenue growth and manage sales pipelines.

✔ Strong leadership skills—experience managing a high-performing team is a plus.

✔ Tech-savvy and data-driven, with experience using CRM systems and customer support tools (e.g., Shopify, Zendesk, HubSpot).

✔ A strategic thinker who can align sales, customer service, and marketing efforts for maximum impact.

✔ A customer-obsessed problem solver with excellent communication and negotiation skills.