Y Strategie

Customer Experience Executive

Casablanca, MA

Sponsorship not specifiedDetected 7 days ago

HubSpotSalesforceCRMSalesAccount ManagementSupply ChainLogisticsCustomer SuccessCustomer SupportCommunicationProblem SolvingOrganizational Skills

About the role

We've built our reputation on doing the fundamentals brilliantly and treating every client relationship like it matters-because it does.
Key Performance Indicators (KPIs) Response & Resolution Time: Meeting SLA standards across phone, chat, and email channels.
Customer Satisfaction & Retention: CSAT, NPS, and overall account health scores.

Maintain an excellent standard of customer engagement, consistently going the extra mile to build long-term trust.
Customer Engagement & Relationship Management Own day-to-day relationships with a portfolio of B2B clients, including key VIP accounts, acting as their primary point of contact across omnichannel touchpoints (incoming calls, email, and live chat).
Set up new customer accounts and guide them through a smooth, confidence-building onboarding experience.
Sales Support & Upselling Actively drive account growth by upselling and cross-selling relevant products during customer interactions.
Support the Sales Team with day-to-day administrative tasks to help scale existing accounts.
Manage seasonal pre-orders and release approved orders to the Warehouse Team at regular operational intervals.
Log all client interactions, feedback (NPS/CSAT), and support tickets accurately within the CRM to surface trends for the wider business.

Excellent written and verbal communication skills, with the ability to tailor tone for independent owners vs. corporate buyers.
Strong organizational skills and attention to detail-ability to juggle account management, administrative data entry, and live calls simultaneously.

Strong experience using CRM and helpdesk platforms (HubSpot, Salesforce…) and order management systems (EDI experience is a strong plus).

We're a fast-growing B2B food business on a mission to make sourcing brilliant food effortlessly simple for the businesses we serve.
Our customers rely on us not just for quality products, but for a partnership they can trust-delivered with a warm, straightforward, and always dependable sense of service.
As we grow, we're looking for people who share that same pride in getting things right for the people who depend on us.
Role Purpose & Performance Objectives As a Customer Experience Executive, you will be the main point of contact for our client portfolio, delivering exceptional service while actively driving account growth and supporting sales administration.
Deliver Outstanding Service: Maintain an excellent standard of customer engagement, consistently going the extra mile to build long-term trust.
Drive Commercial Growth: Proactively identify sales opportunities through upselling and cross-selling while supporting administrative efforts to expand existing accounts.
Maintain Operational Excellence: Ensure flawless execution of order processing, billing, and order releases to keep logistics running smoothly.
Sales Growth & Support: Upselling/cross-selling conversion rates and accurate admin management.
& Duties 1.

This listing is sourced directly from Y Strategie's careers page and normalized into a canonical job model.