Digital Customer Experience Manager

6 days ago

Taguig, National Capital Region, Philippines beBeeExperience Full time ₱1,750,000 - ₱2,500,000
Customer Experience Leader Role

We are seeking a seasoned customer experience leader to oversee day-to-day customer interactions, ensuring seamless support operations and leveraging data to improve service quality and efficiency.

This role is expected to evolve into a strategic leadership position—shaping the CX vision, proactively driving initiatives that enhance efficiency, grow revenue, and strengthen cross-functional impact, ultimately positioning the team as a key driver of growth and customer loyalty.

Main Responsibilities:
  • Develop a deep understanding of our brands and the voice of our customers: Leverage knowledge in a way that drives lifetime value, retention, upselling, and cross-selling opportunities.
  • Develops and executes an annual CX Roadmap by proactively identifying opportunities and leading initiatives that either improve efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of these outcomes.
  • Implement and optimize AI Agent adoption: Automate simple and routine inquiries, enable deeper focus on more sensitive and complex customer issues, and free up team capacity for strategic initiatives.
  • Unlock and leverage customer data for cross-departmental insights by identifying new reporting capabilities and distributing actionable findings.
  • Transition CX into a revenue-generating function by integrating upselling, cross-selling, and incentive programs for CX associates to drive incremental sales while maintaining exceptional service quality.
Key Requirements:
  • People Management: Directly managed a team of at least two, with proven ability to lead, motivate, and develop a CX team.
  • Excellent English Communication: Both written and verbal.
  • Strategic Vision: Proactively identified opportunities and led projects that either improved efficiency, elevated the customer experience, generated revenue, reduced costs, or delivered a combination of those outcomes.
  • Data Interpretation & Storytelling: Ability to turn raw data into clear, actionable insights that drive informed decision making.
  • Business Decision-Making Mindset: Ability to evaluate trade-offs by factoring in cost, team capacity, and overall impact to make strategic choices.
  • Customer Advocacy: Understanding of customer needs and pain points, with the ability to translate insights into actionable improvements.
  • Change Management: Experienced in leading teams through process changes, new initiatives, and technology adoption while sustaining engagement and productivity.
  • E-commerce Familiarity: Experience with Shopify, Amazon, Recharge, and Skio (or similar e-commerce platforms).

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