Customer Experience Director

7 days ago


San Fernando, Central Luzon, Philippines Mass Markets Full time

Mass Markets is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking a Customer Experience Director to contribute to delivering exceptional customer experiences, driving sales growth, and achieving retention goals. If you are a motivated leader with a passion for customer care and sales, we invite you to join our team and be a key player in our continued success.

About the Role

The ideal candidate will lead and inspire a team of customer care, inbound/outbound, sales, and retention professionals. You will provide guidance, coaching, and support to ensure individual and team success. Your role will also involve fostering a positive and collaborative team culture that encourages innovation and continuous improvement.

  • Main Responsibilities:
  • Lead and inspire a team of customer care, inbound/outbound, sales, and retention professionals.
  • Provide guidance, coaching, and support to ensure individual and team success.
  • Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
  • Establish clear performance expectations and key performance indicators (KPIs) for team members.
  • Monitor and evaluate individual and team performance against set targets.
  • Conduct regular performance reviews, provide constructive feedback, and address performance issues promptly.
  • Ensure a high standard of customer care in all interactions, whether inbound, outbound, sales, or retention.
  • Implement strategies to enhance customer satisfaction, loyalty, and retention.
  • Address customer concerns and escalations in a timely and effective manner.
  • Collaborate with the sales and retention teams to set and achieve revenue targets.
  • Implement sales strategies to drive outbound sales and upselling opportunities.
  • Develop and execute retention strategies to minimize customer churn.
  • Oversee day-to-day operations to ensure efficiency, accuracy, and adherence to quality standards.
  • Collaborate with other teams to streamline processes and enhance overall operational effectiveness.
  • Implement best practices to improve service delivery and achieve operational excellence.
  • Develop and implement training programs to enhance the skills and knowledge of team members.
  • Provide ongoing coaching and support to facilitate professional growth and development.
  • Stay informed about industry trends and customer care best practices.
  • Generate and analyze performance reports to identify trends, areas for improvement, and opportunities for optimization.
  • Present performance insights and recommendations to senior management.
About You

To succeed in this role, you must possess the following qualities:

  • Qualifications:
  • You must be 18 years of age or older.
  • You hold a high school diploma or equivalent.
  • You have proven experience in a leadership role within a customer care, inbound/outbound, sales, or retention environment.
  • You have a strong understanding of customer service dynamics and sales processes.
  • You are an exceptional leader with outstanding people management skills.
  • You possess excellent communication and interpersonal abilities.
  • You have an analytical mindset with the ability to make data-driven decisions.
  • You are proficient in using relevant customer relationship management (CRM) tools.
Benefits

At Mass Markets, we value your hard work and offer a comprehensive benefits package designed to support and reward our team members. Our compensation and benefits packages are competitive and grow with you over time. Starting compensation is based on experience, and you can expect:

  • Compensation Details:
  • A starting salary based on your experience.
  • A range of benefits and incentives to support your well-being and career growth.

Our benefits include:

  • Health Benefits:
  • Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment.
  • All employees have access to MEC medical plans after just 30 days.
  • Benefit options vary by location.
  • Retirement Savings:
  • You can secure your future with retirement savings programs, where available.
  • Disability Insurance:
  • You will have short- and long-term disability coverage to help protect you during unexpected challenges.
  • Life Insurance:
  • You will have access to life insurance options to safeguard your loved ones.
  • Career Growth:
  • You can enjoy significant advancement opportunities within the company.
  • Paid Training:
  • You can learn new skills while earning a paycheck.
  • Fun, Engaging Work Environment:
  • You will be part of a team-oriented culture that fosters collaboration and engagement.
  • Casual Dress Code:
  • You can be comfortable while working.


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