Chief Client Experience Officer

7 days ago

Biñan, Calabarzon, Philippines beBeeClientExperience Full time ₱900,000 - ₱1,150,000
Job Overview

As a key member of our Client Experience Team, you will be responsible for driving client satisfaction and success.

This is a unique opportunity to join a dynamic organization that fosters innovation, collaboration, and respect. Our team is dedicated to delivering exceptional client experiences, and we are seeking a talented individual who shares our passion for excellence.

Key Responsibilities:
  • Escalation Resolution: Handle escalations with the goal of resolving within agreed-upon Key Performance Indicators (KPIs) and provide troubleshooting support for team members.
  • People Leadership: Manage the day-to-day performance of the Client Experience Team, conduct quarterly performance reviews, and follow established processes for recruiting, inducting, and training new staff.
  • Process Management and Client Experience Improvement: Review procedures and client experience pathways for improvements, analyze client data to enhance the client experience, and assist in creating and reviewing policies and practices.
  • Automate or Outsource Tasks: Identify processes and tasks that can be delegated to administrative teams and manage the training and handover of any identified tasks.
  • Manage Client Success NPS: Oversee Net Promoter Score surveys and response processes, consistently monitor NPS, and implement new initiatives to grow our NPS score.

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