Director, Customer Experience Management

A major telecommunications provider in the Philippines is continuously hiring for passionate and talented people. Apply now if you have what it takes to be part of our growing and dynamic team!

Functions and Responsibilities

The Director of Customer Experience Management is responsible for managing a variety of communications programs to keep customers informed and engaged, increase customer satisfaction, and enhance their overall customer experience.

• Strategic Leadership: Develop and implement a comprehensive customer experience strategy that drives customer satisfaction, retention, and loyalty.
• Team Management: Lead a team of customer experience professionals, fostering a culture of excellence and continuous improvement.
• Cross-Functional Collaboration: Work closely with marketing, sales, operations, and product development teams etc. to ensure a seamless customer journey and cohesive brand experience.
• Data-Driven Insights: Analyze customer feedback, behavior, and trends to identify opportunities for improvement and innovation in service delivery.
• Customer Engagement: Design and oversee customer engagement initiatives, including surveys, focus groups, and feedback mechanisms, to gather insights and enhance service offerings.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of customer experience initiatives and drive accountability.
• Innovation: Stay abreast of industry trends and best practices in customer experience, implementing new technologies and methodologies to enhance service delivery.
• Crisis Management: Address and resolve escalated customer issues, ensuring timely and satisfactory resolutions.

Job Skills & Qualifications

• Bachelor’s Degree or above in Marketing, Business Administration, Communications, or other relevant courses of study.
• 10+ years of experience in customer experience management, experience in the telecommunications industry will be an advantage.
• Proven track record of designing and implementing strategies to improve customer interactions across all touchpoints by collecting feedback, analyzing data, and collaborating with various departments to optimize the overall customer journey to increase customer satisfaction and loyalty through a customer-centric approach.
• Ability in managing a customer base of more than 10 million customers.
• Experience in managing digital contact center is a must.
• Proven experience in managing and implementing customer-facing AI assistants such as Chat Bots, Social Bots and platform in B-C services.
• Excellent skill in Customer Journey mapping, visualizing the customer experience across all touchpoints to identify areas for optimization and improvement
• Strong leadership and team management skills, with the ability to inspire and motivate others.
• Excellent analytical and problem-solving abilities, with a customer-centric mindset.
• Exceptional communication and interpersonal skills, empathy and capable of engaging with diverse stakeholders.
• Proficient in customer experience management tools and technologies.

Work Location

The position will be based in Manila, Philippines

Application

We offer competitive compensation and fringe benefits to the successfully candidate. Interested parties please email your full resume with your current & expected salary to us at [email protected].

Personal data collected shall be used for recruitment purpose only.

A major telecommunications provider in the Philippines is continuously hiring for passionate and talented people. Apply now if you have what it takes to be part of our growing and dynamic team!

Functions and Responsibilities

The Director of Customer Experience Management is responsible for managing a variety of communications programs to keep customers informed and engaged, increase customer satisfaction, and enhance their overall customer experience.

• Strategic Leadership: Develop and implement a comprehensive customer experience strategy that drives customer satisfaction, retention, and loyalty.
• Team Management: Lead a team of customer experience professionals, fostering a culture of excellence and continuous improvement.
• Cross-Functional Collaboration: Work closely with marketing, sales, operations, and product development teams etc. to ensure a seamless customer journey and cohesive brand experience.
• Data-Driven Insights: Analyze customer feedback, behavior, and trends to identify opportunities for improvement and innovation in service delivery.
• Customer Engagement: Design and oversee customer engagement initiatives, including surveys, focus groups, and feedback mechanisms, to gather insights and enhance service offerings.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of customer experience initiatives and drive accountability.
• Innovation: Stay abreast of industry trends and best practices in customer experience, implementing new technologies and methodologies to enhance service delivery.
• Crisis Management: Address and resolve escalated customer issues, ensuring timely and satisfactory resolutions.

Job Skills & Qualifications

• Bachelor’s Degree or above in Marketing, Business Administration, Communications, or other relevant courses of study.
• 10+ years of experience in customer experience management, experience in the telecommunications industry will be an advantage.
• Proven track record of designing and implementing strategies to improve customer interactions across all touchpoints by collecting feedback, analyzing data, and collaborating with various departments to optimize the overall customer journey to increase customer satisfaction and loyalty through a customer-centric approach.
• Ability in managing a customer base of more than 10 million customers.
• Experience in managing digital contact center is a must.
• Proven experience in managing and implementing customer-facing AI assistants such as Chat Bots, Social Bots and platform in B-C services.
• Excellent skill in Customer Journey mapping, visualizing the customer experience across all touchpoints to identify areas for optimization and improvement
• Strong leadership and team management skills, with the ability to inspire and motivate others.
• Excellent analytical and problem-solving abilities, with a customer-centric mindset.
• Exceptional communication and interpersonal skills, empathy and capable of engaging with diverse stakeholders.
• Proficient in customer experience management tools and technologies.

Work Location

The position will be based in Manila, Philippines

Application

We offer competitive compensation and fringe benefits to the successfully candidate. Interested parties please email your full resume with your current & expected salary to us at [email protected].

Personal data collected shall be used for recruitment purpose only.