Sr. Manager, Customer Service (Regional Manager)

The Customer Service Regional Manager (RM) will support the business to achieve its customer service goals and objectives by working closely with the stores assigned to him/ her. The RM will oversee, manage and coordinate all activities under Customer Experience (CE) Department which includes Customer Service, Gift Registry, Prestige Lounge and Amenities Store.

CUSTOMER SERVICE LEADERSHIP

• Provides leadership and support to the assigned region in relation to overseeing operations of the Customer Service, Gift Registry, Prestige Lounge and Amenities Stores
• Presents and identifies opportunities to executive leadership for improvement whether it be in processes, policies or innovations that would maximize sales and people productivity
• Develops action plans based on service gaps, customer feedback, operational systems requirements and monitors progress for each

TEAM PERFORMANCE & DEVELOPMENT

• Organizes and oversees the schedules and performances of CS Managers and their teams
• Mentors & develops team learning thru IDP; recommends promotion of CS Supervisors and Managers
• Conducts performance evaluations and coaching that are timely and constructive

ACHIEVE SALES GOALS (GIFT REGISTRY)

• Presents, develops and executes key growth sales strategies, tactics and action plans to achieve and/or exceed sales target of the region
• Reviews and analyzes regional sales, operational records and reports; uses data to project sales, determine profitability and targets, and to identify potential new markets
• Implements marketing programs and promotions of the chain and local store to increase sales and awareness of the service

OVERSEE MANAGEMENT OF THE PRESTIGE LOUNGE (PL)

• Develops and enhances the existing systems and facilities as necessary by collaborating with the different departments which may support such intent
• Manages major complaints raised by stores or the PL members and follows through until resolution is met
• Liaises with key stakeholders (OBM, DAC, partner vendors) for requirements in the Lounge and its members

OVERSEE MANAGEMENT OF AMENITIES STORES / NEW SERVICES IN STORE

• Ensures complete coordination with Branch Operations, relevant departments and vendors/partners involve when introducing/implementing a new service inside SM Store
• Coordinates effectively with CS Teams regarding daily operations of these Amenities Store/s present in the assigned Zone
• Follows through in achieving operational set goals, sales targets while ensuring effective implementation of expected customer journey

Key Qualifications:

• Bachelor’s degree in Business Management or related field; OR
• Extensive experience as Customer Service Manager and/or Sales Manager required
• With adequate knowledge on numbers that would effectively be handy when conducting data presentation, analysis of overall sales environment of the zone/s being handled
• Excellent Sales, Customer Service and people management skills
• Flexible; Willing to travel regularly within South Luzon, Visayas and Mindanao