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Senior Customer Experience Lead

1 week ago

Mandaluyong City, National Capital Region, Philippines Skyrocket Studios Full time
Job Overview

Skyrocket Studios is looking for an experienced Strategic Customer Engagement Director to lead our customer service team. The ideal candidate will have a proven track record in mentoring and empowering teams, with expertise in leadership, customer engagement, and operational management.

Key Responsibilities:
  • Leadership
    • Establish clear performance standards and motivate the team to meet quotas and KPIs related to inquiries handled, satisfaction scores, and retention rates.
    • Provide guidance and support to the team on resolving conflicts and addressing performance issues.
    • Cultivate a collaborative team culture that promotes open communication and shared accountability.
  • Customer Engagement
    • Develop and implement proactive service strategies to maximize customer retention and engagement.
    • Collaborate with internal teams to ensure seamless client experiences.
    • Utilize CRM systems to analyze customer data and inform decision-making.
  • Operational Management
    • Monitor and report on team performance metrics, identifying areas for improvement and opportunities for growth.
    • Develop and implement processes to enhance operational efficiency and customer satisfaction.