Customer Experience Manager

6 days ago

Manila, National Capital Region, Philippines Essity AB Full time

Modibodi is a leader in innovative, protective, and sustainable apparel, dedicated to improving lives globally. Our mission is to create better lives for men and women through groundbreaking, supportive designs while building a business that drives positive social impact for both humanity and the environment. At Modibodi, we aim to change the world one body at a time, creating physical, emotional, and ethical comfort.

We are looking for a passionate Customer Experience Manager to join our team in Rozelle. This role is essential in coaching and developing our Customer Experience (CE) team to deliver exceptional service to all Modibodi customers and is an exciting opportunity for someone eager to reshape the customer journey, drive engagement, and position Modibodi as a leader in customer experience.

About the Role:

As the Customer Experience Manager, you will ensure a positive and rewarding experience for our customers by providing comprehensive support across all communication channels. This role is focused on managing the entire customer journey, from the website experience to issue resolution, ensuring a seamless and personalized interaction at every touchpoint. You will serve as the voice of the customer within the organization, offering feedback to drive product and service improvements. Your leadership will enhance the customer experience across all touchpoints, ensuring a smooth and positive journey for every customer.

This role calls for a customer experience leader who is passionate about personalized, empathetic interactions, ensuring that every customer feels heard and valued. You will champion a customer-first approach, equipping the team with the skills to provide tailored support.

With a strong innovation mindset, you will continuously refine processes to enhance the overall experience. You will also be adept at analyzing NPS data, identifying trends and developing strategic improvements.

What You Will Do:
  1. Map and enhance the customer journey by identifying key touchpoints.
  2. Develop and implement strategic customer experience initiatives.
  3. Manage projects to ensure timely, cost-effective delivery.
  4. Empower employees with tools and training to elevate service.
  5. Foster collaboration and innovation to drive customer-centric solutions.
  6. Leverage technology and data analytics for personalized experiences.
  7. Monitor and refine strategies using customer insights and industry trends.
  8. Facilitate cross-functional collaboration to continuously improve customer experience.
Who You Are:

You will bring proven leadership and management experience within an ecommerce customer service environment (minimum 5 years), along with:

  • Experience with AI and automation tools and proficiency in customer experience IT systems (e.g., Gorgias, Retently).
  • Strong communication, people management, and decision-making skills, with a proactive and confident attitude.
  • Process improvement expertise and the ability to execute in a fast-paced environment under pressure.
  • Customer-first mindset, with a passion for delivering exceptional service and applying best practices.
  • Tech-savviness, including proficiency in Office packages and the ability to adapt to evolving business needs.
  • Results-driven, self-aware, and open to feedback, with a collaborative and team-oriented approach.
  • Innovative, resourceful, and adaptable, with a strong sense of urgency and ownership in problem-solving.
  • Willingness to travel to Manila twice a year to provide in-person training, support, and alignment with the remote customer experience team.
  • Strong presentation and communication skills, along with familiarity with customer feedback platforms and knowledge of social media and online community management, would be advantageous.
Caring, Connected, and Growing

At Modibodi, we believe in supporting both your professional journey and personal well-being as we work together to create a healthier, safer world. We are Caring, Connected, and Growing. Modibodi wouldn't exist without a passion for growth, and that energy shines through in everything we do. We exist to make people's lives better—including each other's lives at work.

Joining Modibodi means more than just a job—it means being part of a mission. We're deeply committed to making a positive impact on both humanity and the environment. By joining us, you'll be driving meaningful change and helping to shape the future of personal care.

#J-18808-Ljbffr

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