Head of Customer Experience/Engagement

2 weeks ago


Makati City, National Capital Region, Philippines Michael Page Full time

About Our Client

A leading FSI here in the PH offering innovative solutions for businesses and individuals to make informed decisions in a business.

Job Description

  1. Strategic Planning: Develop and execute comprehensive strategies to optimize customer engagement, satisfaction, and retention, aligning them with the institution's overarching goals and objectives.
  2. Cross-Functional Collaboration: Work closely with various departments including marketing, product development, operations, and technology to ensure seamless integration of customer-centric initiatives and solutions.
  3. Customer Insights and Analysis: Utilize data-driven insights and analytics to understand customer behavior, preferences, and pain points, driving continuous improvement in products, services, and processes.
  4. Customer Feedback and Resolution: Establish robust feedback mechanisms and processes to capture customer feedback, complaints, and suggestions, and ensure timely and effective resolution to enhance overall satisfaction and loyalty.
  5. Team Leadership and Development: Build and mentor a high-performing team of customer engagement professionals, fostering a culture of collaboration, innovation, and excellence.
  6. Compliance and Regulatory Adherence: Ensure all customer engagement activities and initiatives comply with relevant regulatory requirements and industry standards, mitigating risks and upholding the institution's reputation.

The Successful Applicant

  • Bachelor's degree in business administration or a similar field.
  • Proven track record a senior customer engagement, project management, customer service or similar role within the financial services, IT, or BPO industry
  • Strong understanding of customer experience principles, trends, and best practices, with a focus on driving measurable results and business impact
  • Proficiency in Microsoft Office and customer relationship management (CRM) software.
  • Knowledge of reporting/dash boarding of customer experience metrics

What's on Offer

  • Competitive compensation package
  • Hybrid work-set up
  • Opportunity to shape & deliver continuous customer engagement initiatives

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