Innovation Lead | Customer Experience

Strategy & Innovation Lead Customer Experience

• Job Purpose

The Strategy & Innovation Lead plays a pivotal role in driving forward-thinking strategies and innovative solutions tailored to enhance customer experience. Supports the Strategy and Innovation Lead in conceptualizing and executing innovative initiatives, be it process enhancements, strategic partnerships, or the introduction of new programs, as well as documenting and managing the entire program lifecycle with a keen focus on customer satisfaction and loyalty. The primary objective is to continually elevate the customer journey and satisfaction. Additionally, this position interfaces closely with the marketing and retail promotions team to ensure seamless integration of customer insights into our initiatives, thereby bolstering acquisition efforts and fostering sustained engagement and satisfaction among our existing customer base.

• Job Responsibilities

Champion the Customer Experience and Generika's Loyalty Program in partnership with the Strategy and Innovation Lead.

• Support the Strategy and Innovation Lead in developing and implementing key customer-centric initiatives aimed at addressing critical concerns throughout the customer journey.

Collaborate with other departments to ensure a consistent and positive customer experience, actively contributing ideas and insights to overcome customer challenges.

• Monitor and address customer concerns within the loyalty program promptly and professionally.

Conduct and gather valuable customer insights through various methods, including store observation, surveys, and mystery online and offline shopping.

• Translate customer insights into actionable reports for stakeholders, ensuring the dissemination of easily understandable information across the business support group.

Handle administrative tasks related to customer-centric initiatives and projects under the scope of the strategy and innovation team.

• Provide essential support for key strategic projects, including facilitating planning sessions and overseeing day-to-day processes

Document processes and standard operating procedures (SOPs) for innovative solutions, ensuring clarity and consistency in execution.

• Prepare concise and relevant reports, presentations, and documentation to effectively communicate project progress and outcomes.

Demonstrate in-depth knowledge of the company's products and services

• Job requirements

Bachelor's/ College Degree in Business Management, Business Administration, Economics or other related courses

• At least 5 years of working experience in the related field is required for the position.

Preferably with CRM, Healthcare/ Retail Pharma, and Project Management Background.

Applicants from the BPO industry are also welcome to apply Certifications/ Licenses Preferably Project Management, CRM, healthcare-related certifications but not required.

• Competencies

Naturally Curious and Inquisitive

• Self-starter who can work without constant supervision

Critical Thinking, Problem Solving, Customer Centric

• Excellent interpersonal skills

Strong project and time management skills

• Highly organized and detail-oriented

Excellent communication skills, both oral and written in Filipino and English

• Proficient on MS Office with advanced knowledge in MS Excel and MS Powerpoint

Strong presentation and storytelling skills

• Able to follow instructions from superior

• PERKS & BENEFITS

Aside from Government Mandated Benefits, profit sharing based on company performance

• Discounts on Medicines from Generika Drugstores

Retirement Plan

Be part of the Ayala Corporation ecosystemUpskill, learn, and lead innovation projects and project management

Job Type: Full-time

Benefits:

• Employee discount

Health insurance

• Life insurance

Paid training
Schedule:

• 8 hour shift

Supplemental Pay:
* 13th month salary