Customer Experience Head

4 hours ago

Libis Metro Manila, Philippines Robinsons Supermarket Corporation Full time ₱1,500,000 - ₱2,500,000 per year

Job Summary

The Customer Experience Head sets the strategic direction and develops a customer-centric experience roadmap for both offline and digital touchpoints, overseeing the execution of initiatives to enhance the overall customer experience.

Responsibilities

  • Develop and implement strategic initiatives aimed at improving customer satisfaction and loyalty through differentiated and well-defined customer journeys across the different business units / banners
  • Manage Customer Experience (CX) programs to continuously gather feedback, analyze customer data, and prioritize & implement changes greatly address customer pain points
  • Drive Customer Experience excellence by ensuring differentiated customer journeys are designed across the different business units / banners based on customer persona
  • Establish the promptness, accuracy, and quality of Customer Support across various channels
  • Ensure that the desired branding of each business unit / banner is consistently implemented in order to boost brand equity

Qualifications

  • At least 8 years of leadership experience in the Customer Experience (CX) function in the retail or service industry, with in-depth knowledge on experience design, customer support, and brand marketing
  • Proven track record in establishing Customer Experience (CX) programs and customer policies that are responsive to customer needs by utilizing market research and behavioral data.

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