Customer Experience Excellence Manager

2 days ago

Marikina City, National Capital Region, Philippines beBeeCustomerExperience Full time ₱1,000,000 - ₱1,500,000
Job Overview

We are seeking a professional to lead our customer experience team and drive shopping experience improvements for our customers.

About the Role

This position focuses on enhancing customer satisfaction and representing their interests in all business decisions. Emphasizing the importance of customer feedback and insights is crucial for driving long-term growth and excellence in customer experience.

Responsibilities
  • Lead and develop the Customer Experience Team to improve the shopping experience for customers.
  • Represent customer interests in business decisions by emphasizing the Voice of the Customer and feedback insights.
  • Monitor and report on customer experience KPIs; ensure follow-up on action items.
  • Collaborate with cross-functional teams to implement customer-centric solutions and manage escalation processes.
  • Foster a culture of continuous learning and professional growth within the team.
Requirements

To be successful in this role, you should have:

  • 2+ years of experience in a similar role.
  • Strong grasp of the English language, including spoken and written.
  • Proven ability to effectively lead and manage team leaders and members, with different scopes and lead indicators to monitor.
  • Good problem-solving skills and confidence when facing challenges to ensure we provide excellence in customer experience.
  • Continuous learning and growth mindset.
  • Good interpersonal & communication skills; positive work attitude.
  • Good analytical and problem-solving skills.
  • Able to have the right follow-up and monitoring of action items and KPIs.
  • A responsible team player who works well with others.
  • Able to make good decisions independently.
  • Conflict Resolution and Decision-Making.
  • Crisis Management and Customer Feedback Integration.
What We Offer

As a member of our team, you will enjoy:

  • Collaborating with world-class talents in a dynamic, energetic work environment.
  • Opportunities to grow and develop both professionally and personally.
  • A safe space to be who you truly are, with a commitment to diversity, equity, and inclusion.
  • Openness to new ideas and initiatives.
  • Great benefits package including remote work, 15 working days of paid holidays, Learning subsidy, and more.

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