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Customer Experience Strategist

1 week ago

Manila, National Capital Region, Philippines The Moment Group Full time
Job Overview

The Customer Engagement Manager is a key player in building and maintaining long-term relationships with our clients. This involves developing effective customer engagement strategies, driving product adoption, and collaborating with internal teams to address customer needs.

We are seeking an experienced professional who is passionate about delivering exceptional customer experiences and creating a seamless customer journey.

Key Responsibilities

Customer Relationship Management:

  • Develop and maintain strong, long-term relationships with key clients.
  • Act as the primary point of contact for customer inquiries, concerns, and escalations.
  • Proactively engage with customers to understand their needs and ensure satisfaction.

Customer Retention & Loyalty:

  • Identify potential churn risks and implement proactive retention strategies.
  • Develop initiatives to increase customer loyalty and lifetime value.
  • Collaborate with sales and product teams to identify upsell and cross-sell opportunities.

Customer Experience Strategy:

  • Work with marketing and product teams to enhance the overall customer journey.
  • Analyze customer feedback to improve engagement strategies.
  • Lead initiatives to streamline onboarding and ongoing support processes.

Performance Tracking & Reporting:

  • Monitor key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and retention rates.
  • Provide regular reports to senior management on customer engagement insights.
  • Utilize data-driven strategies to optimize customer engagement processes.

Team Collaboration & Leadership:

  • Work closely with customer success, sales, and product teams to align on customer goals.
  • Mentor and support junior customer engagement team members.
  • Lead or participate in cross-functional meetings to drive customer-focused initiatives.