Sr. CRM Manager

2 weeks ago

Mandaluyong, Philippines HRTX Full time

Key Responsibilities: Customer Care Operations: Oversee and ensure high-quality performance across: (Technical Field Support, Brand and Customer Experience Center Operations & Escalation and Fulfillment. Develop and execute strategic plans to meet and exceed service KPIs including resolution rate, satisfaction scores, and churn reduction. Benchmark across industries to adopt innovative CRM strategies for residential, commercial, and high-value (HRH) customers. Customer Insights & Strategy: Act as the internal advocate for customers, providing data-backed insights to improve service delivery. Monitor customer issues, analyze trends, and lead initiatives to reduce defects and improve the overall customer journey. Manage VIP accounts and sensitive cases with care and discretion. Vendor & Partner Management: Evaluate and manage third-party service providers and CRM partners. Ensure vendors adhere to contract terms and deliver consistent, high-quality service. Expand vendor network to optimize customer support reach. People Leadership: Lead, mentor, and develop a large in-house CRM team. Drive leadership development and build a strong succession pipeline. Promote a culture of continuous improvement, collaboration, and service excellence. Process Optimization & Tools: Champion automation and process improvements to drive efficiency. Leverage data and tools (e.g., CRM systems, workflow/reporting platforms) to monitor and improve performance. Integrate quality assurance into every customer-facing process. Cost & Efficiency Management: Drive cost-efficiency initiatives including manpower planning and cost-to-serve optimization. Deliver annual forecasts for OPEX and team resourcing. Lead recovery programs (e.g., box retrieval) to offset operational costs. Qualifications: Education: Bachelor's Degree (required) Experience: At least 8 years of experience in managing large-scale customer service operations in BPO Industry. Preferably from technical, telco, or high-volume contact center environments. Proven experience in vendor management and field service coordination.

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