Sr. CRM Manager

5 days ago

Mandaluyong City, National Capital Region, Philippines HRTX consulting Full time ₱1,200,000 - ₱2,400,000 per year

Sr. CRM Manager

Location: Mandaluyong, On-site, Morning Shift

Benefits: Car Plan + 14th month

Budget: 100, ,000

Key Responsibilities:

Customer Care Operations:

  • Oversee and ensure high-quality performance across: (Technical Field Support, Brand and Customer Experience Center Operations & Escalation and Fulfillment.
  • Develop and execute strategic plans to meet and exceed service KPIs including resolution rate, satisfaction scores, and churn reduction.
  • Benchmark across industries to adopt innovative CRM strategies for residential, commercial, and high-value (HRH) customers.

Customer Insights & Strategy:

  • Act as the internal advocate for customers, providing data-backed insights to improve service delivery.
  • Monitor customer issues, analyze trends, and lead initiatives to reduce defects and improve the overall customer journey.
  • Manage VIP accounts and sensitive cases with care and discretion.

Vendor & Partner Management:

  • Evaluate and manage third-party service providers and CRM partners.
  • Ensure vendors adhere to contract terms and deliver consistent, high-quality service.
  • Expand vendor network to optimize customer support reach.

People Leadership:

  • Lead, mentor, and develop a large in-house CRM team.
  • Drive leadership development and build a strong succession pipeline.
  • Promote a culture of continuous improvement, collaboration, and service excellence.

Process Optimization & Tools:

  • Champion automation and process improvements to drive efficiency.
  • Leverage data and tools (e.g., CRM systems, workflow/reporting platforms) to monitor and improve performance.
  • Integrate quality assurance into every customer-facing process.

Cost & Efficiency Management:

  • Drive cost-efficiency initiatives including manpower planning and cost-to-serve optimization.
  • Deliver annual forecasts for OPEX and team resourcing.
  • Lead recovery programs (e.g., box retrieval) to offset operational costs.

Qualifications:

  • Education: Bachelor's Degree (required)
  • Experience:
  • At least 8 years of experience in managing large-scale customer service operations in BPO Industry.
  • Preferably from technical, telco, or high-volume contact center environments.
  • Proven experience in vendor management and field service coordination.

Job Types: Full-time, Permanent

Pay: Php100, Php150,000.00 per month

Benefits:

  • Opportunities for promotion
  • Promotion to permanent employee

Application Question(s):

  • What is your expected salary?
  • How soon can you start?
  • How much is your current salary?

Work Location: In person

  • crm

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Dras refrigeration corporation Full time ₱800,000 - ₱1,200,000 per year

    HIRINGJob Title: CRM Developer - Self Hosted CRM Deployment & Support.Job Description:We are seeking a skilled IT professional to assist in the evaluation, set up, configuration and maintenance of a self-hosted customer relationship management (CRM) system. The goal is to implement a secure, local CRM solution-hosted on premises or on a private server - with...

  • Sr. Operations Manager

    5 days ago

    Mandaluyong City, National Capital Region, Philippines Sutherland Full time ₱1,500,000 - ₱2,500,000 per year

    Company DescriptionAt Sutherland, we are committed to creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Sr. Operations Manager who will establish and create strategies that will enhance processes and boost ease...

  • Sr. Operations Manager

    3 days ago

    Mandaluyong City, National Capital Region, Philippines Sutherland Full time ₱2,000,000 - ₱2,500,000 per year

    Company DescriptionAtSutherland, we are committed to creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add aSr. Operations Managerwho will establish and create strategies that will enhance processes and boost ease and...

  • Sr. Operations Manager

    3 days ago

    Mandaluyong City, National Capital Region, Philippines Sutherland Full time ₱2,000,000 - ₱2,500,000 per year

    Company Description At Sutherland, we are committed to creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Sr. Operations Manager who will establish and create strategies that will enhance processes and boost ease...

  • Microsoft D365 CRM Manager

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Bravissimo Resourcing Full time ₱2,160,000 per year

    Job Summary:We are looking for a Microsoft D365 CRM Manager to lead a dynamic team of developers in designing, building, and maintaining Microsoft Dynamics 365 CRM solutions. This role requires both technical expertise and leadership skills to ensure the delivery of high-quality CRM projects that align with business objectives.Key...

  • 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...

  • Sr. Manager

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per year

    Sutherland is seeking an analytical and attentive person to join us as a Process Improvement Sr. Manager.The Process Improvement Manager. will help organize, plan, and implement best practice strategies to ensure optimal campaign and performance results. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career...

  • Digital and CRM Manager

    2 weeks ago

    Makati City, National Capital Region, Philippines Royal Duty Free Shops Inc Full time ₱1,200,000 - ₱2,400,000 per year

    Job Description: Digital & CRM ManagerPosition SummaryThe Digital & CRM Manager will lead the strategy and execution of digital marketing and customer relationship initiatives within the Marketing team. This role manages CRM platforms, drives customer engagement, and optimizes digital campaigns to increase loyalty, conversion, and lifetime value — while...

  • Communications CRM

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines NYGC Services, Inc. Full time ₱900,000 - ₱1,200,000 per year

    Role : Communications CRMLocation : Mandaluyong, Robinsons Cybergate Tower 2Work Type : Hybrid - 8x a month in office (2x per week)Work Shift : 8pm- 7am PHT**Job Description: Roles & Responsibilities:**- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute to providing solutions to...

  • CRM, Assistant Manager

    2 weeks ago

    Makati City, National Capital Region, Philippines Maxicare Healthcare Corporation Full time

    Position Accountability Statement:We are seeking a highly organized and detail-oriented CRM Assistant Manager to help drive our customer communication strategy. In this role, you will be responsible for the end-to-end execution of our email and SMS campaigns, ensuring they are timely, accurate, and meet the needs of our various business units. This position...