Customer Experience Head

5 days ago


Manila, National Capital Region, Philippines Robinsons Supermarket Corporation Full time

Job Summary

The Customer Experience Head sets the strategic direction and develops a customer-centric experience roadmap for both offline and digital touchpoints, overseeing the execution of initiatives to enhance the overall customer experience.

Responsibilities

  1. Develop and implement strategic initiatives aimed at improving customer satisfaction and loyalty through differentiated and well-defined customer journeys across the different business units / banners.
  2. Manage Customer Experience (CX) programs to continuously gather feedback, analyze customer data, and prioritize & implement changes that greatly address customer pain points.
  3. Drive Customer Experience excellence by ensuring differentiated customer journeys are designed across the different business units / banners based on customer persona.
  4. Establish the promptness, accuracy, and quality of Customer Support across various channels.
  5. Ensure that the desired branding of each business unit / banner is consistently implemented in order to boost brand equity.

Qualifications

  1. At least 8 years of leadership experience in the Customer Experience (CX) function in the retail or service industry, with in-depth knowledge of experience design, customer support, and brand marketing.
  2. Proven track record in establishing Customer Experience (CX) programs and customer policies that are responsive to customer needs by utilizing market research and behavioral data.
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