JOB PURPOSE:
The Customer Experience Lead is responsible for driving customer satisfaction and loyalty (internal and external) by ensuring that the company meets its customers needs and gives a holistic positive customer experience at all touchpoints. The role ensures that we maintain good relationships with customers, both potential and existing, of the business; and captures customer behavioral changes, feedback, and insights.
JOB RESPONSIBILITIES:
- Champions customer satisfaction and loyalty across all touchpoints.
Requires deep knowledge of the Company's products and services.- Responsible for designing and implementing customer experience strategies that cover a diverse range of customer-centric processes and policy improvements across all channels. This includes idea generation and exploration, preparing and presenting proposals, and overseeing the processes up to the successful execution.
In charge of data management of the Company's customer base by turning captured data into a valuable sources of insights to inform business decisions Including preparation of reports needed by the management.
- Utilizes data and analytics to measure and improve customer experience metrics.
Collaborates with other departments to ensure a consistent and positive customer journey:- Works closely with the Strategy and Innovation Lead to align customer experience initiatives with overall company strategy.
Working with Marketing Services and Operations to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value.
EDUCATION & EXPERIENCE:
- Bachelor's/ College Degree or Business Management, Business Administration, or other related course
At least 3-4 years of supervisory experience in a direct marketing environment with excellent team-leading and training skills with experience in a customer-facing department- Proficient in MS Office with advanced knowledge in MS Excel
Excellent communication skills in Filipino and English
- Strong presentation and analytical skill
Job Type: Full-time
Benefits:
Health insurance Paid training
Schedule:
Supplemental Pay:
* 13th month salary
