Sr. CRM Manager

3 weeks ago

Mandaluyong City, National Capital Region, Philippines HRTX Full time
Sr. CRM Manager - Costumer Center OperationsAbout the job Sr. CRM Manager - Costumer Center OperationsKey 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.
  • 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.
  • 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.
  • 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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