Customer Experience Manager

19 hours ago

Quezon City, National Capital Region, Philippines beBeeCustomer Full time ₱900,000 - ₱1,200,000
Customer Experience Manager

At our organization, we aim to create meaningful customer interactions. We're seeking a Customer Experience Manager to lead our team in handling inquiries, building relationships, and turning feedback into insights that shape campaigns for top brands.

This is a leadership role where you'll balance people management, process optimization, and data-driven strategy. If you're excited by the challenge of leading a growing team, ensuring seamless customer experiences, and bringing customer voices into brand decisions, this role is for you.

Key Responsibilities:

  • Manage and coach a team handling customer and lead inquiries across various channels.
  • Ensure timely resolution of inquiries while maintaining accuracy, tone, and client alignment.
  • Support career growth of team members through coaching, mentoring, and training.

Process Optimization:

  • Streamline inquiry resolution processes, escalation protocols, and routing efficiency.
  • Forecast inquiry volumes, support shift planning, and ensure coverage during peak campaigns.
  • Collaborate with Operations and QA teams to ensure quality, compliance, and continuous improvement.

Insights & Reports:

  • Monitor and report on KPIs (response time, resolution rate, SLA adherence, inquiry volume).
  • Oversee sentiment analysis & social listening reports to capture customer perceptions and emerging concerns.
  • Translate insights into actionable recommendations for marketing and campaign teams.

Tools & Knowledge Resources:

  • Operate and optimize CRM platforms (Zendesk, HubSpot, Sprout, Brandwatch, etc.).
  • Maintain a knowledge base/FAQ repository to support team accuracy and efficiency.
  • Ensure data tagging consistency, reporting hygiene, and system improvements.

Client Alignment:

  • Act as a point of contact for client-side concerns related to inquiry handling and customer insights.
  • Present inquiry data, sentiment reports, and customer feedback in client meetings.
  • Work with PR, Media, and Account teams to close the loop on customer-driven improvements.

Requirements:

  • Bachelor's degree in Marketing, Business, Communications, or related field.
  • 3–5 years of CRM, customer experience, or digital community management experience.
  • Proven track record of leading teams and delivering on SLAs/operational metrics.
  • Proficiency with CRM and social listening tools (Zendesk, HubSpot, Sprout, Brandwatch, etc.).
  • Strong analytical skills, comfortable with reporting, data visualization, and deriving insights.
  • Excellent communicator who can balance empathy with professionalism.
  • Flexible, collaborative, and able to thrive in a fast-paced, client-facing environment.

Preferred Qualifications:

  • Experience in B2C or subscription-driven industries.
  • Background in campaign management or marketing analytics.

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