Manager - Customer Experience

2 days ago

Angeles City, Central Luzon, Philippines Sutherland Global 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:

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

Our most successful candidates have:

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

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


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