Strategic Customer Experience Manager

2 days ago

Taguig, National Capital Region, Philippines beBeeCustomerService Full time ₱900,000 - ₱1,200,000
Job Title: Customer Service Leader

We are seeking an experienced and strategic customer service professional to lead our global customer service organization.

Key Responsibilities:
  • Develop and execute comprehensive customer service strategies that drive customer satisfaction, loyalty, and operational excellence across all support channels.
  • Establish and monitor KPIs to measure team performance and customer satisfaction metrics (CSAT, NPS, FCR).
  • Drive continuous improvement initiatives to enhance service quality and efficiency.
  • Lead, mentor, and develop a multidisciplinary customer service organization.
  • Oversee recruitment, training, and performance management of customer service teams.
  • Foster a customer-centric culture and promote professional development across the organization.
  • Manage daily operations across all support channels (phone, email, chat, social media).
  • Optimize resource allocation and workforce management to ensure adequate coverage.
  • Develop and maintain standard operating procedures and quality assurance programs.
  • Collaborate with cross-functional leaders to address customer needs and improve overall experience.
  • Present regular performance reports and strategic recommendations to executive leadership.
Requirements:
  • 10+ years in customer service leadership roles, with at least 5 years at director level.
  • Proven experience managing large, global customer service teams.
  • Background in [Industry] preferred.
  • Exceptional leadership and team development capabilities.
  • Strong analytical and data-driven decision making skills.
  • Excellent communication and stakeholder management abilities.
  • Deep understanding of customer service technologies and trends.
  • Budget management and financial acumen.
  • Education: Bachelor's degree in Business Administration or related field.
  • Master's degree or relevant professional certifications preferred.

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