Head of Customer Experience jobs in United States
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We Sell Cellular LLC ยท 1 month ago

Head of Customer Experience

positionBrentwood, NY
timeFull-time
remoteHybrid
seniorityDirector/Executive
money$85K/yr - $115K/yr

We Sell Cellular LLC is a leading U.S.-based distributor of high-quality used smartphones. The Head of Customer Experience will oversee the entire customer journey, managing both the Sales and Customer Success processes to ensure a seamless experience for buyers while leading the design and implementation of a new CRM solution.

E-CommerceElectronicsMobile

Responsibilities

Design and standardize the end-to-end sales workflow: lead acquisition, outreach, follow-up, quoting, deal closure, and account handoff
Build repeatable processes for lead qualification, sales pipeline management, and follow-up discipline
Improve visibility into sales activity, performance, and funnel conversion
Collaborate closely with Sales Managers to ensure consistent execution
Oversee the process for handling customer inquiries, escalations, and issue tracking
Standardize workflows for RMA, returns, and post-shipment claims
Establish SLAs, response-time standards, and accountability metrics
Work with Operations and Warehouse teams to prevent repeat issues and improve overall customer satisfaction
Lead CRM platform selection (e.g., HubSpot, Salesforce, Zoho)
Define the business requirements for Sales, Customer Success, and Operations
Architect CRM data structures: accounts, contacts, deals, tickets, activities, pipelines
Design automated workflows, notifications, dashboards, and reporting
Ensure seamless integration with operational systems and communication tools
Manage CRM rollout, user onboarding, training, and change management
Own CRM governance and continuous improvement after launch
Build a unified customer-data foundation across Sales, Ops, and Finance
Coordinate with Sales, Operations, Warehouse, Finance, and Support teams to align customer-facing processes
Lead customer experience improvement initiatives based on data and feedback
Provide regular updates and recommendations to the executive team
Ensure consistent communication and alignment across departments

Qualification

CRM implementationCustomer ExperienceSales OperationsWorkflow designCross-functional project managementKPI-driven managementJapanese language skillsProblem-solvingCommunication skills

Required

Experience in Customer Experience, Customer Success, Sales Operations, or Inside Sales
Hands-on experience implementing or managing CRM platforms (HubSpot, Salesforce, or equivalent)
Strong understanding of customer lifecycle processes and workflow design
Proven ability to standardize and optimize business processes
Ability to manage cross-functional projects and influence without authority
Excellent problem-solving, communication, and execution skills
Ability to work on-site with Sales, Operations, and Warehouse teams when necessary

Preferred

Direct experience leading CRM implementation projects end-to-end
Experience in Revenue Operations (RevOps) or Sales Operations
Experience managing or building Customer Success functions
Familiarity with KPI-driven management (conversion metrics, retention, response time)
Experience in distribution, logistics, supply chain, or inventory-focused businesses
Experience using AI/LLM tools to automate workflows and enhance productivity
Japanese language skills (helpful for collaboration with Japan-based partners; not required)

Company

We Sell Cellular LLC

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We Sell Cellular is one of the country's most trusted value-added suppliers of cellular handsets and accessories.
dateFounded in 2002
location
Babylon, New York, USA
people-size51-200 employees
web-link
https://www.wesellcellular.com/

Funding

Current Stage
Growth Stage
Total Funding
unknown
2025-04-10Acquired

Leadership Team

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Scott Tepfer
President
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