Sr. CRM Manager

7 days ago

Makati City, National Capital Region, Philippines PM Consulting Full time ₱2,040,000 per year

We are seeking a highly experienced and dynamic Senior Manager of Customer Relations Management to lead and oversee all aspects of customer care operations. This role is pivotal in ensuring seamless customer interactions across multiple touch points, including escalation and fulfillment, technical field support, and branch/customer experience center operations. The ideal candidate will be a strategic leader who can drive customer excellence, strengthen retention, and support the overall business strategy.

Key Responsibilities

Organizational Strategy

  • Monitor day-to-day operations of CRM teams to ensure efficiency and productivity.
  • Develop and implement contact management strategies for various customer segments.
  • Manage VIP account relationships and initiate projects to reduce customer churn.
  • Oversee vendor performance, ensuring contractual obligations are met.
  • Support marketing retention programs through execution and frontline capability building.

People Leadership

  • Provide growth and developmental opportunities to team members.
  • Build leadership capability within the team.
  • Lead by example, aligning strategies with company objectives.

Process & Tools

  • Initiate process improvements and automation to elevate customer experience.
  • Enable teams to manage customer transactions effectively.
  • Integrate quality tools into business processes and share customer feedback with stakeholders.

Cost Management

  • Lead cost-to-serve initiatives for improved efficiency.
  • Deliver accurate manpower and OPEX forecasts.

Qualifications

  • Bachelor's degree or equivalent required.
  • Minimum of 8 years of experience managing customer service teams, ideally in technical or telecommunications accounts, at a managerial level.

Competencies & Skills

  • Strong knowledge of customer care management systems and processes.
  • Proven experience leading large teams and managing multi-channel customer interactions.
  • Strong business acumen and strategic thinking.
  • Excellent decision-making, customer focus, and change management skills.
  • Fluency in English, both oral and written.
  • Proficiency in MS Office, particularly Excel.
  • Strong competencies in workforce management, contact management, and teamwork.

Why Join Us?

This is an opportunity to play a critical leadership role in shaping and delivering an exceptional customer experience. You will work with passionate teams, drive innovation in customer care processes, and make a direct impact on customer loyalty and business growth.

Job Types: Full-time, Permanent

Pay: Php150, Php170,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Flexible schedule
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training

Work Location: In person

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