Regional Manager, Customer Service

4 days ago


Manila, National Capital Region, Philippines The SM Store (SM Mart Inc.) Full time

The Regional Manager (RM) of Customer Service will support the business to achieve its customer service goals and objectives by working closely with the stakeholders of the assigned stores. The RM will oversee; manage and coordinate all activities under Sales Support- Customer Service Department and Prestige Lounge.

Job Responsibilities:

  • Provides leadership and support to the assigned region, overseeing operations of the Customer Service department, Personal Shopper, and Prestige lounge
  • Identifies opportunities for improvement in the store region; implements training, strategies, policies, and goals, to maximize sales and people productivity
  • Prepares and implements regional budget; control and monitor resources and expenses
  • Identify customer complaints / issues for escalation to relevant parties and follow up to closure
  • Develop action plans based on customer feedback and monitor progress
  • Reviews and analyzes regional sales, operational records and reports; uses data to project sales, determine profitability and targets, and to identify potential new markets
  • Implements marketing programs and promotions of the chain and local store to increase sales and awareness of the service
  • Maintains knowledge of market, competition, and best practices and trends in sales techniques and strategies
  • Oversee management of the Prestige Lounge

Key Qualifications:

  • Bachelor's Degree in Business Management or any related field
  • Excellent sales , customer service and people management skills
  • Amenable to travel on the branches assigned to oversee (South Luzon, Visayas and Mindanao)
  • Willing to be assigned at SM Retail Headquarters - Pasay City
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