Customer Experience Manager

JOB REQUIREMENTS

• Graduate of bachelor’s degree in Business Administration, Marketing, Business Management, Advertising, Communications, or other courses related to the position
• With a minimum of 3 years of solid experience in the same position or as a Customer Service Manager
• Proficiency in using customer experience tools and software such as customer feedback management systems, CSAT tools, NPS software, CRM platforms, and data analytics software
• Knowledgeable in various editing and graphics software or tools such as Adobe Creative Cloud, Figma among others

JOB DESCRIPTION

• Ensure proper execution of brand presentation and compliance with the branding policy.
• Develop and implement customer care standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Spearhead the training of all members of the organization on customer-centric approaches and best practices to foster a customer-obsessed culture throughout the organization.
• Conduct monthly contact center quality assurance (QA) to ensure compliance with customer care standards and guidelines.
• Collaborate with Customer Care Manager to ensure that all customer communications are responded to correctly and on time, i.e., according to the set service level agreement (SLA).
• Work hand-in-hand with Customer Care Manager to ensure that all customer complaints and feedback are resolved according to set service level agreement (SLA).
• Oversee and guide the Creative Designers in the creation of all branding and marketing collaterals, as well as the development of UI/UX designs for all digital touchpoints, in collaboration with the Demand Generation Department and the Business Intelligence Department.
• Spearhead the conduct of quarterly customer satisfaction surveys (CSAT) and semi-annual net promoter score surveys (NPS).
• Analyze the results of the conducted surveys and recommend programs and improvements.
• Recommend customer engagement and loyalty programs based on current market trends and based on customer demand as derived from the surveys conducted.
• Coordinate all public relations activities.
• Plan and ensure proper execution of external or customer-related events of the company.
• Ensure on-time execution of planned Corporate Social Responsibility events of the company.
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to the DMT Deputy Division Head, Division Head, and other stakeholders.
• Conduct monthly quality assurance of all internal and external digital touchpoints to ensure customer experience across all platforms.
• Implement both company and division’s policies.
• Monitor, and evaluate Customer Experience (CX) Associate.
• Ensure on-time completion of all training programs of its team members.
• Perform other tasks that may be assigned to him by his superior.