Manager - Customer Experience

4 weeks ago

Angeles City, Central Luzon, Philippines Sutherland Full time

Company Description

Sutherland is seeking an organized and reliable person to join us as a Customer Experience Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

Job Description

Customer Experience Managers in this role get to:

  1. Collect and analyze customer feedback: this feedback that comes through internal and external channels is collected and analyzed to identify and act on every opportunity - and so that the manager can champion the voice of the customer.
  2. Ensure compliance: with key initiatives, tracking complaints, reporting on status, and managing projects that result in identified issues being prevented or mitigated for future customers.
  3. Build a positive experience: cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in a positive customer experience.
Qualifications

Our most successful candidates have:

  1. Creativity, proactivity, and a bias for action.
  2. Experience with Marketing, Organizational Development, Psychology, or Customer Experience.
  3. Exceptional project leadership skills, an eye for detail, and good-old-fashioned common sense.
  4. Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement.
  5. Ability to inspire others to action and to influence without authority is absolutely necessary.
  6. Ability to create Customer Journey Maps, Employee Journey Maps, and identify opportunities for improved process or design.
  7. Passion for learning/learning agile.
  8. Excellent written communication skills.
  9. Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel.
  10. Exceptional research skills.
  11. The ability to exude a professional demeanor and appearance.
  12. Attention to detail and excellent organizational skills.
Additional Information

All your information will be kept confidential according to EEO guidelines.

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