Head of Customer Experience

Makati, Metro Manila, Philippines
PHP 200,000
Digital
Sales and Marketing

Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of an international digital advertising company that provides advanced creatives for the world’s biggest brands on the largest on-line media platforms. Our respective client is looking for a Head of Customer Experience. The job is based in Makati City, Philippines but currently offers WFH setup until further notice. 

Job Summary: 

The Head of Customer Experience is responsible for leading the company to create a delightful, consistent and unified experience for our client's customers, partners and colleagues. The Head of Customer Experience should drive thought leadership throughout the organization to achieve best in class experiences throughout the markets that  our client serves. The successful candidate will need to be able to establish immediate credibility and leverage hands-on experience when it comes to designing and implementing highly effective Customer Experience strategies and interfacing closely with marketing, delivery teams, and client stakeholders globally. 

Key job responsibilities include:

  • Creates vision, drives strategy, outlines the roadmap and executes the approaches that ensure the company's leadership in customer experience
  • Drives innovative strategies that deepen the customer understanding, responds to changing customer expectations, capitalizes on new opportunities, and delivers world class customer experiences
  • Self motivated and accountable for driving change across the organization to continually improve customer experience
  • Leads customer experience discipline across the consumer and commercial organizations, working with key partners in marketing, technology, sales and service
  • Builds global team of Customer Experience professionals with variety of domain expertise to deploy solutions that show applicability across the company’s markets and segments
  • Identifies opportunities for growth/maturation of the company’s offerings, and guides the direction for that growth, in partnership with product development
  • Provides oversight and governance of the customer experience, including the digital strategy, ensuring VoC is factored into requirements development and in continuous alignment with customer expectations
  • Sets the bar for design and innovation both within the company and for our customers and partners
  • Manages the end-to-end process of guiding business stakeholders through workshops & ideation sessions to solve complex customer problems
  • Ensures customer experience team collaborates across business functions, consistently driving for process improvement to enable delivering great end-to-end customer experience across stages, channels & touchpoints in the customer journey
  • Encourages problem-solving, strategic thinking and customer-orientation amongst the team
  • Evangelizes and educates the broader organization about Customer Experience ethos, its impact on the company's customers and enables the company to gain a significant competitive advantage
  • Devises key performance indicators (KPIs) that measure and track program performance.
  • Interacts at executive/senior management level, proactively advocating for solutions and managing the customer escalation process
  • Most of all you'll enjoy being challenged by a wide variety of projects leveraging an array of innovative technologies while delivering for internal and external customers

Key job requirements include:

  • Bachelor’s Degree or Diploma in Business Administration or acquired equivalent experience. A Masters degree would be a plus factor 
  • At least eight (8) years of leading Experience or Product management in dynamic organizations
  • At least four (4) years of experience in managing people
  • Comfortable providing leadership, coaching and development of a talented group of Product Owners bringing energy and engagement around understanding the customer
  • Work well with leadership to define business opportunities and translates them into practical Customer Experience strategies
  • Should have experience in routinely orchestrating, curating, and bundling multiple products and capabilities to deliver E2E XPs
  • Core background on empowering teams to deliver impactful solutions for customers, colleagues, and partners
  • Should have experience working closely w/ Tech, Analytics, designers, strategists, and product teams for years to determine research and design needs and outcomes
  • Expert in defining the plans and executing research based on industry best practices
  • Can quickly translate research findings into easy to consume, actionable, deliverables
  • Must have experience in leading several design team(s) in the development of customer research and digital strategies
  • Love the balance that data informed decisions bring and you have solid analytical skills and track record of improving customer experience, managing to KPIs in previous roles
  • Confident in using data and analytics background - from customer satisfaction scores, web/mobile analytics, NPS/NES to ROI models - to support recommendations and strategies
  • Understand how to translate strategy into action, and you’ve learned through previous failures
  • Bring experience working across consumer and commercial organizations from marketing, sales (field/inside sales), aftersales, field servicing, customer care and support operations.
  • With several years of experience working in an Agile environment (e.g. SAFe, SCRUM, etc.)
  • Like to lead by example and have the ability to build rapport with team members
  • With excellent communication skills in English (Written and Spoken)
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