Customer Experience Manager

3 weeks ago

Pagadian, Zamboanga Peninsula, Philippines CAPEX Full time

Cargo Padala Express Forwarding Services Corp

  • Ensure proper execution of brand presentation and compliance with the branding policy.
  • Develop and implement customer care standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
  • Spearhead the training of all members of the organization on customer-centric approaches and best practices to foster a customer-obsessed culture throughout the organization.
  • Conduct monthly contact center quality assurance (QA) to ensure compliance with customer care standards and guidelines.
  • Collaborate with Customer Care Manager to ensure that all customer communications are responded to correctly and on time, i.e., according to the set service level agreement (SLA).
  • Work hand-in-hand with Customer Care Manager to ensure that all customer complaints and feedback are resolved according to set service level agreement (SLA).
  • Oversee and guide the Creative Designers in the creation of all branding and marketing collaterals, as well as the development of UI/UX designs for all digital touchpoints, in collaboration with the Demand Generation Department and the Business Intelligence Department.
  • Spearhead the conduct of quarterly customer satisfaction surveys (CSAT) and semi-annual net promoter score surveys (NPS).
  • Analyze the results of the conducted surveys and recommend programs and improvements.
  • Recommend customer engagement and loyalty programs based on current market trends and based on customer demand as derived from the surveys conducted.
  • Coordinate all public relations activities.
  • Plan and ensure proper execution of external or customer-related events of the company.
  • Ensure on-time execution of planned Corporate Social Responsibility events of the company.
  • Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to the DMT Deputy Division Head, Division Head, and other stakeholders.
  • Conduct monthly quality assurance of all internal and external digital touchpoints to ensure customer experience across all platforms.
  • Implement both company and division's policies.
  • Monitor, and evaluate Customer Experience (CX) Associate.
  • Ensure on-time completion of all training programs of its team members.
  • Perform other tasks that may be assigned to him by his superior.
Job SummaryLocationHead Office, Pasay CityWork TypeFull-TimeDivisionDigital Marketing TechnologyJob Requirement/s
• Graduate of bachelor's degree in Business Administration, Marketing, Business Management, Advertising, Communications, or other courses related to the position

• With a minimum of 3 years of solid experience in the same position or as a Customer Service Manager

• Proficiency in using customer experience tools and software such as customer feedback management systems, CSAT tools, NPS software, CRM platforms, and data analytics software

• Knowledgeable in various editing and graphics software or tools such as Adobe Creative Cloud, Figma among others
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