Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of a growing savings bank who has been thriving in servicing SMEs in the market. This bank is looking for an experienced Customer Experience Manager who is well-versed in overseeing and improving the overall experience that customers have when interacting with a company or organization. The job is based in Makati City, Philippines.
About the role:
As a Customer Experience Manager, your role is to oversee and improve the overall experience that customers have when interacting with a company or organization. Your primary goal is to ensure that customers have a positive and satisfying experience throughout their journey, from initial contact to post-purchase support.
Key job responsibilities include:
- Strategy development: Developing and implementing a customer experience strategy aligned with the organization's goals and objectives.
- Customer journey mapping: Understanding and analyzing the various touchpoints and interactions customers have with the company to identify areas for improvement.
- Feedback management: Gathering and analyzing customer feedback through surveys, focus groups, and other methods to identify areas of improvement and opportunities for enhancing the customer experience.
- Process improvement: Collaborating with different teams and departments to streamline processes and remove any barriers or friction points that might negatively impact the customer experience.
- Training and development: Providing guidance and training to employees on delivering exceptional customer service and maintaining consistent service standards.
- Performance measurement: Establishing key performance indicators (KPIs) and metrics to measure customer satisfaction, loyalty, and the overall success of customer experience initiatives.
- Customer advocacy: Advocating for the voice of the customer within the organization and ensuring that customer-centricity is embedded in the company culture.
Key job requirements include:
- Communication: Excellent verbal and written communication skills to effectively convey information and interact with customers and internal stakeholders.
- Analytical thinking: Ability to analyze customer data, feedback, and market trends to identify patterns, insights, and opportunities for improvement.
- Problem-solving: Strong problem-solving and decision-making skills to address customer issues and find effective solutions.
- Leadership: Ability to lead cross-functional teams and collaborate with different departments to achieve customer experience goals.
- Empathy: Empathetic understanding of customer needs, concerns, and emotions to deliver personalized and empathetic customer service.
- Adaptability: Flexibility to adapt to changing customer needs and market dynamics, and to quickly implement adjustments in strategies and processes.
- Project management: Strong organizational and project management skills to prioritize tasks, meet deadlines, and manage multiple customer experience initiatives simultaneously.