Customer Experience Manager

18 hours ago

Libis Metro Manila, Philippines Robinsons Handyman Inc Full time ₱2,000,000 - ₱2,500,000 per year

The Customer Experience Manager is responsible for designing, implementing, and enhancing customer service strategies to ensure exceptional in-store and online experiences. The role focuses on understanding customer needs, resolving issues effectively, and fostering loyalty through personalized engagement. This position will oversee customer service operations, feedback management, and service quality improvement initiatives to align with company standards and business goals.

Key Responsibilities:
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Oversee customer service operations across retail stores and digital platforms.
  • Monitor and analyze customer feedback to identify areas for improvement.
  • Work closely with store operations, merchandising, and marketing teams to enhance the customer journey.
  • Establish service standards and ensure staff are trained and aligned with customer care goals.
  • Resolve escalated customer concerns promptly and effectively.
  • Track KPIs such as Net Promoter Score (NPS), customer retention, and satisfaction rates.
  • Drive initiatives that create a seamless and consistent brand experience.
Qualifications:
  • Bachelor's degree in Business Administration, Marketing, Communications, or related field.
  • Minimum of 5 years' experience in customer service, retail operations, or customer experience management.
  • Strong leadership and team management skills.
  • Excellent communication, interpersonal, and problem-solving abilities.
  • Experience with customer feedback tools, CRM, or customer journey mapping is an advantage.
  • Customer-focused mindset with the ability to turn insights into actionable strategies.
  • Ability to thrive in a fast-paced, customer-driven environment.

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